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Job Description
- Req#: 1178
Employer Industry: Contact Center Operations
Why consider this job opportunity:
- Opportunity for meaningful work that directly impacts patient outcomes
- Join a fast-growing, mission-driven organization
- Supportive, remote-first team culture
- Opportunity for career advancement and growth within the organization
- Work in a multi-channel environment, enhancing your skill set
What to Expect (Job Responsibilities):
- Analyze historical trends and volumes to create short-, mid-, and long-term forecasts
- Create optimized schedules based on demand, preferences, and business constraints
- Monitor dashboards to track KPIs including occupancy, adherence, and queue health
- Generate reports on shrinkage, productivity, and forecast accuracy
- Collaborate with cross-functional teams to align on staffing needs and support new program launches
What is Required (Qualifications):
- 2-5 years of WFM experience in a contact center setting (BPO, healthcare, etc.)
- Proficiency with WFM tools (e.g., Verint, NICE IEX, Aspect) and routing platforms (e.g., Five9, Genesys)
- Advanced Excel/Google Sheets skills (pivot tables, complex formulas, data modeling)
- Deep understanding of WFM fundamentals: shrinkage, adherence, occupancy, forecast accuracy
- Strong analytical, organizational, and communication skills
How to Stand Out (Preferred Qualifications):
- Experience with multi-channel environments (voice, chat, email)
- Familiarity with SQL, DOMO, Tableau, or other BI tools
- Background in healthcare operations or regulated industries
#ContactCenter #WorkforceManagement #DataAnalysis #RemoteWork #CareerOpportunity
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