Workforce Specialist

A company is looking for a Workforce Specialist to manage day-to-day operations of the Member Experience Support Team. Key Responsibilities Provide intraday reporting and real-time monitoring of contact center metrics and staff performance Ensure optimal service levels and customer experience by coordinating staffing adjustments and identifying training needs Generate performance reports and maintain communication with Operations teams to align staffing with current needs Required Qualifications Bachelor's degree or equivalent work experience preferred Experience in Workforce Management (WFM) within omni-channel contact centers is a plus Background in project management, operations, or resource optimization is encouraged Familiarity with contact center tools such as 8x8 and HubSpot Service Hub preferred Proficiency in G Suite, Excel, and Google Sheets for report creation and analysis

Apr 1, 2025 - 03:32

A company is looking for a Workforce Specialist to manage day-to-day operations of the Member Experience Support Team. Key Responsibilities Provide intraday reporting and real-time monitoring of contact center metrics and staff performance Ensure optimal service levels and customer experience by coordinating staffing adjustments and identifying training needs Generate performance reports and maintain communication with Operations teams to align staffing with current needs Required Qualifications Bachelor's degree or equivalent work experience preferred Experience in Workforce Management (WFM) within omni-channel contact centers is a plus Background in project management, operations, or resource optimization is encouraged Familiarity with contact center tools such as 8x8 and HubSpot Service Hub preferred Proficiency in G Suite, Excel, and Google Sheets for report creation and analysis