Specialist, Workforce Management
Core
Monitor Care Centers customer experience through real-time data and scheduling best practices to support a high-performing Customer Advocate team.
Role type
Specialist, Workforce Management
Builds
Optimized schedules and staffing plans for multi-site/multi-channel contact centers
Domain
Automotive retail / Contact center operations
Required skills
WFM applications (Aspect, IEX, Verint Impact 360), data interpretation, schedule generation, attendance management, report production, problem diagnosis
Preferred skills
Project management, finance/statistics background, InContact software administration, large-scale contact center experience
Technologies
Aspect, IEX, Verint Impact 360, InContact
Responsibilities
Interpret data to make staffing recommendations, monitor call volume and queue performance, produce attendance and performance reports, generate and optimize weekly schedules, manage time off and overtime allocations
Seniority
Specialist, operational support
