Workforce Specialist

Job Summary

A company is looking for a Workforce Specialist.

Key Responsibilities

• Provide proactive support to contact center leadership and peers
• Develop and improve workforce management processes to ensure operational excellence
• Create and manage staffing plans and agent schedules to meet service level goals

Required Qualifications

• Bachelor's degree or four additional years of relevant experience in lieu of a degree
• At least three years of Workforce Management experience in a large contact center
• Strong understanding of contact center operations and workforce management best practices
• Intermediate experience with contact center and workforce systems
• Strong analytical mindset with the ability to translate data into practical recommendations