Call Center Workforce Management Specialist

Job Summary

Managing the technical infrastructure and software systems of call center operations, the full-time remote Call Center Workforce Management Specialist will optimize performance through scheduling, forecasting, and staffing management while providing technical support and generating actionable insights.

Key responsibilities

• Implement and monitor call routing strategies and data capture processes to enhance customer interactions
• Develop and manage agent schedules based on call volume forecasts and adjust in real-time to meet service level agreements (SLAs)
• Analyze Workforce Management data to identify trends and recommend operational improvements

Required qualifications

• Bachelor's degree in business, systems management, or a related field preferred
• Minimum of three years of experience in call center system administration or a related field
• Familiarity with Workforce Management tools and principles
• Proficient in system configuration, troubleshooting, and performance optimization
• Experience with customer experience design and management in contact center projects preferred