Workforce Management Specialist
Job Summary
To ensure optimal service level performance and operational efficiency, the full-time remote Workforce Management Specialist will monitor and adjust staffing and scheduling in real-time while collaborating with operations and leadership teams to address performance risks.
Key responsibilities
- Execute the WFM intraday playbook to meet performance targets and service level agreements
- Monitor real-time adherence to schedules and address any staffing issues or unplanned events
- Analyze data to identify root causes of service level failures and make necessary adjustments
Required qualifications
- 3+ years of call center experience or 2+ years of workforce management experience required
- Experience with workforce management systems such as Aspect or IEX is strongly desired
- Proficiency in Microsoft Excel and other MS Office applications
- Bachelor's degree preferred or equivalent work experience
- Strong analytical skills with the ability to identify trends and act on data insights
Complete Job Description
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