Workforce Business Support

Job Summary

A company is looking for a Workforce Business Support professional.

Key Responsibilities

• Monitor contact center queue adherence and follow up on non-adherence issues
• Utilize reporting tools to identify and escalate potential call or channel avoidance
• Serve as a back-up to Workforce Analyst roles and manage staff scheduling and attendance

Required Qualifications

• 1-2 years of workforce management experience preferred
• Call center experience in a medical or customer service environment is highly desirable
• Experience with WFM software products preferred, especially Genesys
• Ability to work a flexible schedule, including weekends as needed
• Proficient computer skills, including word processing and spreadsheet software