Workforce Management Specialist

Position Overview: As a Workforce Manager you will be responsible for overseeing all aspects of workforce management to ensure the efficient operation of our contact center. You will play a pivotal role in forecasting, scheduling, real-time monitoring, and analyzing data to optimize staffing levels and enhance the overall performance of our team. The ideal candidate will have previous experience in a call or contact center environment and a strong understanding of workforce management principles.

Responsibilities:

Develop and maintain accurate forecasts of call or contact volume, taking into account historical data, trends, and other relevant factors.

Create and manage employee schedules to ensure adequate coverage while optimizing staffing costs and resources.

Monitor real-time contact center performance and make adjustments to schedules as needed to meet service level goals.

Analyze workforce metrics and performance data to identify trends, patterns, and areas for improvement.

Collaborate with other departments, including operations, HR, and training, to ensure alignment of workforce strategies with business objectives.

Provide regular reports and insights to management on workforce performance, efficiency, and trends.

Continuously seek opportunities to optimize processes and improve workforce management practices.

Qualifications:

Bachelor's degree in Business Administration, Management, or a related field.

3-5+ years of experience in workforce management, preferably in a call or contact center environment.

Proficiency in workforce management software and tools, such as workforce management systems (WMS) and automatic call distribution (ACD) systems.

Strong analytical skills with the ability to interpret data and make data-driven decisions.

Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.

Detail-oriented with strong organizational and time management skills.

Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

Experience with contact center technologies and telephony systems is a plus.