Workforce Management Specialist

3 weeks ago


Plantation, United States Staff Agency.com LLC (formerly Delta Hire, LLC) Full time

Position Overview: As a Workforce Manager you will be responsible for overseeing all aspects of workforce management to ensure the efficient operation of our contact center. You will play a pivotal role in forecasting, scheduling, real-time monitoring, and analyzing data to optimize staffing levels and enhance the overall performance of our team. The ideal candidate will have previous experience in a call or contact center environment and a strong understanding of workforce management principles.


Responsibilities:

  • Develop and maintain accurate forecasts of call or contact volume, taking into account historical data, trends, and other relevant factors.
  • Create and manage employee schedules to ensure adequate coverage while optimizing staffing costs and resources.
  • Monitor real-time contact center performance and make adjustments to schedules as needed to meet service level goals.
  • Analyze workforce metrics and performance data to identify trends, patterns, and areas for improvement.
  • Collaborate with other departments, including operations, HR, and training, to ensure alignment of workforce strategies with business objectives.
  • Provide regular reports and insights to management on workforce performance, efficiency, and trends.
  • Continuously seek opportunities to optimize processes and improve workforce management practices.


Qualifications:

  • Bachelor's degree in Business Administration, Management, or a related field.
  • 3-5+ years of experience in workforce management, preferably in a call or contact center environment.
  • Proficiency in workforce management software and tools, such as workforce management systems (WMS) and automatic call distribution (ACD) systems.
  • Strong analytical skills with the ability to interpret data and make data-driven decisions.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
  • Detail-oriented with strong organizational and time management skills.
  • Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
  • Experience with contact center technologies and telephony systems is a plus.



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