Description

Manage contact center workforce management processes to meet service level agreements and business objectives.

Responsibilities

• Monitor call and activity volumes against available staff to optimize resource schedules and maintain KPIs.
• Maintain and update staff schedules to ensure optimal coverage and correct resource allocation.
• Develop and deliver WFM and contact center reports, including analysis of prior day, week, and month performance.
• Research schedule adherence issues and provide actionable suggestions for improvement.
• Manage agent resource assignments, time-off requests, and schedule change approvals.

Required Skills

• 5+ years of experience in medium to large call-center environments.
• Direct experience with WFM administrative tasks and real-time scheduling support.
• Proficiency in establishing resource schedules and supporting intraday activities.
• Ability to identify and execute real-time staffing decisions.
• Experience maintaining and administering WFM platforms.
• Proven ability to develop, analyze, and deliver WFM and contact center reporting.
• Experience training individuals or groups on new concepts and processes.
• Experience coaching agents to drive performance improvement.
• Strong professional communication skills for interacting with all levels of management.

Preferred Skills

• Experience with WFM platforms such as Five9/VO.
• College degree.

Key Skills

Education

Any Graduate