Workforce Management Specialist (Remote)

This role is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial.
• Provide real-time monitoring via available tools (Real-Time Adherence, CXone, IEX Totalview WFM, etc.) and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals / business objectives.
• Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.
• Maintain constant communication with Operations teams and vendors to coordinate needed staffing adjustments based on current and forecasted results.
• Generates and evaluates staffing schedules and ensures data updates into scheduling system.
• Provide daily/intra-day performance reports to leadership.
• Compares results to forecast and identify opportunities for improvement.
• Other duties as assigned.

 

The training schedule is from 8 a.m. CT to 4:30 p.m. CT. After training, this position’s schedule is 10:30 a.m. CT to 7 p.m. CT, with one closing shift per week from 12:30 p.m. CT to 9 p.m. CT, and a rotating Saturday shift from 6:30 a.m. CT to 3 p.m. CT. 10% to 15% nationwide travel for department meetings.

Qualifications Years of Experience: • 1-3 years of experience in Call Center Operations or Workforce Management . Degree: • Bachelor's Degree in Business, Finance or related preferred . Certification: N/A . Skills & Abilities: • Prior call center experience required.
• Proficient with Microsoft Office suite of products
• Comfortable learning new systems
• Excellent oral and written communication skills.
• Problem solving skills.
• Attention to detail and accuracy.
• Analytical skills
• Ability to successfully multitask and prioritize tasks.