Workforce Optimization Specialist
2 weeks ago
This is an external and internal facing role responsible for forecasting and reporting of staffing impacts that lead to missed Service Level Agreements (SLA). The position forecasts and reports on call volume demand, directs the scheduling of sufficient staff and training for appropriate skills-based routing based on historical and anticipated volume across all clients.
Key Responsibilities- Forecasting and reporting of staffing impacts that lead to missed SLA
- Directs the design of automated metric scorecards
- Analyzes real-time SME and historical contact center performance to identify opportunities to improve performance
- Manages the communication of real-time volume drivers and system outages that impact performance
- 5-10 years of Workforce Management (WFM) experience in all WFM aspects of Forecasting, Capacity Planning, Scheduling, Real-time, and Performance reporting
- Well-versed with WFM tools and experience in Tableau, Power BI or any Business Intelligence (BI) tools
- Proven ability to meet deadlines with accuracy and multitask
- Demonstrated strong verbal, written, and presentation skills
- Strong analytical skills with proficiency in Microsoft Excel, Word, Access, and Windows operating systems
The salary for this position is estimated to be between $90,000 and $120,000 per year, depending on location and experience. As a key member of the 2coms team, you will have the opportunity to work closely with Operations, calling out non-adherent events via email, and providing real-time feedback to Work Force Management and Operations management on the status of campaigns.
About 2coms2coms is a leading provider of workforce optimization solutions. We are committed to delivering exceptional customer experiences through our cutting-edge technology and innovative approach to workforce management. If you are a motivated and results-driven professional looking for a challenging and rewarding career opportunity, we encourage you to apply.
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