Workforce Management Specialist
hace 1 semana
Job Summary:
The Workforce Management Specialist will assist the Workforce Management Analyst with all contact center forecasting, planning, and reporting needs for the company Hyuman.
Duties/Responsibilities:
• Accurately create and manage effective schedules for agents and staff to meet service level agreements and optimize business operations.
• Coordinate the scheduling of business-related activities such as training, meetings, and overtime to ensure seamless workflow.
• Monitor activity, queue volumes, and call center metrics for all channels and recommend daily staffing adjustments to meet business objectives.
• Assist with the forecasting, tracking, monitoring, and reporting of daily/monthly contact center statistics to inform business decisions.
• Coordinate with contact center leadership to identify opportunities for service improvements and business optimization.
• Establish and maintain effective working relationships with cross-functional stakeholders to ensure alignment and collaboration.
• Leverage reports and dashboards on historical data and forecasting results from applicable systems to inform decision-making.
• Analyze and develop weekly recommendations for scheduling and staffing requirements to optimize business performance.
Required Skills/Abilities:
• Ability to work independently with efficient time management skills, adapt to changing priorities, meet deadlines, and work well under pressure.
• Analytical and problem-solving skills, with the ability to define problems, collect data, establish facts, and make data-supported decisions.
• Ability to manage multiple systems and projects simultaneously in a fast-paced environment.
• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.
• Bi-lingual with exceptional English language and writing skills.
Education and Experience:
• Bachelor's degree in business, mathematics, or equivalent education and experience.
• Two or more years of successful forecasting and planning experience, with strong talent management and/or operations background, preferably in a high-demand production environment.
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