Workforce Management Senior Specialist

3 days ago


Austin Texas, United States Wise Full time
Workforce Management Senior Specialist

We're seeking a highly skilled Workforce Management Senior Specialist to join our Operational team in Austin. As a key member of the WFM team, you'll play a vital role in ensuring our agents are scheduled to meet customer needs.

Key Responsibilities:
  • Develop and implement workforce management strategies to optimize agent scheduling and performance.
  • Analyze complex data to forecast staffing needs and create efficient schedules.
  • Collaborate with cross-functional teams to improve operational processes and drive business results.
  • Monitor performance metrics and propose solutions for improvement.
  • Train and mentor junior team members to enhance their skills and knowledge.
Your Mission:
  • Stay up-to-date on SLAs and performance metrics at all times.
  • Create regular health reports for stakeholders and provide insights on queue status and agent distribution.
  • Develop and iterate forecasts to optimize agent scheduling and performance.
  • Communicate effectively with relevant teams to improve operational efficiency and SLAs.
  • Ensure stakeholders are informed of your work and priorities, and align on action plans.

We're looking for a skilled professional who can leverage our WFM tools to drive business results and improve customer experience. If you're passionate about workforce management and have a strong analytical mindset, we'd love to hear from you.



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