Direct Sales Workforce Management Consultant
Core
Monitor real-time contact center performance, analyze workforce metrics, and manage staffing to meet sales and service goals for Direct Phone Sales and National General Sales Contact Centers.
Role type
Workforce Management Consultant
Builds
Staffing schedules, training programs, and real-time operational adjustments for contact centers
Domain
Insurance / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
Analytical thinking, Workforce Management (WFM), Performance Management, Problem solving, Process improvements, Business administration
Preferred skills
Adaptability, Multitasking, Collaboration, Critical thinking
Technologies
Verint, AWS, Avaya, Alvaria
Responsibilities
Monitor real-time contact center performance and take proactive action to maintain work conditions; Analyze key workforce and contact center metrics to identify trends and recommend solutions; Evaluate and process agent scheduling requests while balancing forecasted staffing requirements; Support workforce management activities such as training schedules and new hire preparation.
Seniority
Mid-level, hands-on IC
