Workforce Management Specialist

Job Summary

A company is looking for a Workforce Management Specialist who will monitor customer service queues and manage scheduling procedures.

Key Responsibilities

• Manage scheduling software and provide updates on agent schedules
• Monitor call volume and report performance deviations
• Create and distribute reports on key performance initiatives to leadership

Required Qualifications

• Minimum of 2 years of experience with applicable computer software systems
• 2 years or more of experience in call center operations and forecasting preferred
• Ability to utilize cloud-based technology such as Calabrio, Finesse, and Ring Central
• Basic understanding of forecasting, scheduling, and staffing in call centers
• High proficiency in Microsoft products including Excel, PowerPoint, and Word