Workforce Management Specialist
hace 2 meses
The Operations
- Workforce Mgmt - Specialist is responsible for call center forecasting, scheduling, real-time queue, and staffing. This role
Key Responsibilities:
- Compiles data on call center operations by pulling records from multiple databases, gathering information on a wide range of metrics and building specialized reports to provide a comprehensive view of Call Center performance and relevant statistics
Interprets records and compiles information by conducting in-depth analysis of call center data, reviewing statistics to ensure validity and identifying patterns and trends to translate raw data into actionable information for the benefit of Call Center leadership
- Take leads role in crafting monthly, quarterly, and annual reports to be administered to Call Center Leaders to better understand their efficiencies and bottlenecks
- Shares analyses and findings by developing reports, creating business review presentations and communicating with business leaders to inform on call center operations and provide detailed resources in support of business objectives
- Actively identifies areas for continuous improvement, and communicates ideas on implementing improvements
- Contributes to increased efficiency and effectiveness of call center operations by communicating trends, identifying issues and
recommending fact-based strategies to improve workforce management within the Call Center department and support achievement of service level agreements
- Develops, interprets, and maintains reporting to monitor agent performance within the Call Center and share findings with necessary leadership and Workforce Management Team to increase efficiency
Assists in training of less experienced staff
Supervisory Responsibilities:
This job does not have supervisory duties
Preferred Qualifications:
Education and Experience
- High school diploma or equivalent experience
- 4 or more years of experience
Certificates, Licenses, Registrations
- None
JOB REQUIREMENTS
Functional Skills
- Data extraction, analysis and reporting
- Applied knowledge of technology, techniques and methodologies for mining database information, pulling and developing reports and creating macros
- Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Applied knowledge of principles and methodologies for analyzing data from multiple sources and compiling findings intousable reports
- Terminology, function and fundamental capabilities of common computer, software, information and communication technology devices, components, and concepts
- Must possess effective verbal and written communication skills
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