Workforce Planner
Location: Remote
Compensation: Hourly
Staff Reviewed: Tue, Nov 19, 2024
This job expires in: 13 days
Job Summary
A company is looking for a Workforce Planner to optimize daily operations through performance monitoring and scheduling support.
Key Responsibilities
- Track and report inbound and outbound performance, addressing trends in real time
- Analyze campaign performance to provide actionable insights and enhance response quality
- Build and distribute team schedules, managing absences to maintain service levels
Required Qualifications
- At least 1 year of experience in a virtual contact center as a scheduler, team leader, or supervisor
- Experience managing cloud-based contact center phone systems such as Five9
- Proficiency in Microsoft Office, Zoom, Zendesk, Jira, Salesforce Service Cloud, or ServiceNow
- Strong understanding of common contact center metrics and concepts
- Ability to work flexible shifts, either from 8:00am-2:00pm ET or 2:00pm-8:00pm ET, Monday-Friday
COMPLETE JOB DESCRIPTION
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