Workforce Planning and Optimization Expert
hace 3 semanas
Hyuman is seeking a skilled Workforce Management Specialist to join our team. As a key member of our contact center operations, you will play a crucial role in ensuring seamless customer experiences.
**Job Overview:**
The successful candidate will be responsible for assisting the Workforce Management Analyst with forecasting, planning, and reporting needs. This includes accurately creating and managing schedules for agents and staff, coordinating business-related activities, and monitoring queue volumes and call center metrics.
**Key Responsibilities:**
- Develop and implement effective scheduling strategies to meet service level agreements.
- Analyze historical data and forecasting results to inform staffing decisions.
- Collaborate with contact center leadership to identify opportunities for service improvements and business optimization.
- Establish and maintain strong working relationships with cross-functional stakeholders.
- Utilize reports and dashboards to drive data-driven decision making.
**Requirements:**
To succeed in this role, you will need:
- - Excellent analytical and problem-solving skills, with the ability to collect data, establish facts, and make informed decisions.
- Strong time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
- Excellent verbal and written communication skills, with the ability to effectively collaborate with colleagues and stakeholders.
- Proficient with Microsoft Office Suite or related software.
- Bi-lingual with exceptional English language and writing skills.
**Compensation:**
The salary range for this position is $60,000 - $80,000 per year, depending on experience.
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