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Job Description
- Req#: R25_02602
Employer Industry: Contact Center Management
Why consider this job opportunity:
- Salary up to $41,600
- Opportunity for career advancement and growth within the organization
- Work in a dynamic and engaging environment with enthusiastic colleagues
- Gain valuable experience in workforce management and analytics
- Supportive team atmosphere focused on achieving service level objectives
What to Expect (Job Responsibilities):
- Create forecasts for staffing requirements, average handle time trends, and occupancy
- Track and report on forecasted versus actual production volume trends by line of business
- Perform root cause analysis to identify issues affecting service levels and recommend solutions
- Monitor attendance and tardiness, adjusting schedules to meet staffing challenges
- Generate schedules and determine shift types necessary to meet service levels
What is Required (Qualifications):
- At least 1 year of experience in the call center industry
- Minimum of 6 months in a Workforce Management role or 1 year of relevant experience
- Bachelor's degree or currently enrolled in one
- Proficient in Microsoft Office, particularly Excel, Word, and PowerPoint; knowledge of Google Spreadsheets is a plus
- Familiarity with multiple Workforce Management solutions, with IEX being preferred
How to Stand Out (Preferred Qualifications):
- Proven analytical skills with a background in metrics or key measures for success
- Flexibility to adapt to current and future business demands
- Good attendance record with 85% or higher for the last 90 days
- Quality assurance scores of 85% or higher average for the last 90 days
- Line of business KPIs at or above goal for the last 90 days
#ContactCenter #WorkforceManagement #CareerOpportunity #AnalyticalSkills #DynamicEnvironment
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