- Monitor daily call volume and other key performance metrics
- Analysis real time adherence data to identify trends and training opportunities
- Maintain users and profiles within WFM software
- Creating schedules based on the forecast and adjusting for daily call center and agent needs
- Works closely with leadership to schedule trainings/meetings with minimal impact to support coverage
- Provides actionable data to various internal support groups as needed
- Provides feedback to call center team leaders and managers
- Prepares and analyzes internal reports for applicable KPI s
- Perform other duties as assigned
Requirements::
- 1-2 years experience in a workforce management role.
- Experience utilizing Erlang-C calculations for staffing needs
- Remains firm and assertive, keeping customer experience as number one priority
- Excellent verbal,
written and interpersonal communication skills
- Must be self-motivator and self-starter
- Exceptional listening and analytical skills
- Strong time management skills
- Ability to multitask and successfully operate in a fast paced, team workplace
- Must adapt well to change and successfully set and adjust priorities as needed
- Must be proficient with Microsoft Office (intermediate Word, advanced Excel, Power BI )
Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.