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Workforce Management Specialist
A company is looking for a Workforce Management Specialist who will monitor customer service queues and manage scheduling procedures. Key Responsibilities Manage scheduling software and provide updates on agent schedules Monitor call volume and report performance deviations Create and distribute reports on key performance initiatives to leadership Required Qualifications Minimum of 2 years of experience with applicable computer software systems 2 years or more of experience in call center operations and forecasting preferred Ability to utilize cloud-based technology such as Calabrio, Finesse, and Ring Central Basic understanding of forecasting, scheduling, and staffing in call centers High proficiency in Microsoft products including Excel, PowerPoint, and Word
A company is looking for a Workforce Management Specialist who will monitor customer service queues and manage scheduling procedures.
Key Responsibilities
Manage scheduling software and provide updates on agent schedules
Monitor call volume and report performance deviations
Create and distribute reports on key performance initiatives to leadership
Required Qualifications
Minimum of 2 years of experience with applicable computer software systems
2 years or more of experience in call center operations and forecasting preferred
Ability to utilize cloud-based technology such as Calabrio, Finesse, and Ring Central
Basic understanding of forecasting, scheduling, and staffing in call centers
High proficiency in Microsoft products including Excel, PowerPoint, and Word
