Description

You will manage workforce operations and traffic requirements for our contact center environment.

Responsibilities

• Execute forecasting to estimate future workload requirements.
• Determine staffing levels and required agent counts per interval.
• Manage scheduling and rostering, including the creation of shift schedules and agent teams.
• Oversee traffic management to ensure operational stability.

Required Skills

• 6+ years of experience in Contact Center operations.
• 3+ years of hands-on experience with Work Force Management (WFM) products.
• Proficiency in workload forecasting and estimation.
• Experience in staffing level determination and interval planning.
• Expertise in scheduling, rostering, and team management.
• Knowledge of traffic management protocols.
• Any Graduate degree.

Key Skills

Education

Any Graduate