Dedicated Workforce Management Professional
18 hours ago
**Job Title:** Workforce Management Specialist
We are seeking a dedicated professional to oversee our Customer Experience teams, ensuring they meet all Service Level Agreements (SLAs) promptly. The ideal candidate will analyze call volumes, manage schedules, and work closely with vendor partners to achieve Key Performance Indicators (KPIs). This role involves extensive use of workforce management tools and spreadsheet applications to optimize our customer support operations.
Key Responsibilities:- Monitor real-time queues and collaborate with vendor partners to meet KPIs.
- Manage daily performance reporting and schedule adherence.
- Analyze call volume patterns and allocate staffing resources efficiently.
- Encode exceptions on Workforce Management (WFM) tools and act as the main point of contact for internal and vendor-related issues.
- Communicate any real-time impacts to stakeholders, assisting in the proactive management of customer experience disruptions.
- Proven experience in Workforce Management/Operations.
- Proficiency in using WFM tools and spreadsheet software (Excel, Google Sheets).
- Strong analytical skills with the ability to identify trends and patterns.
Award-winning IT staffing firm consistently recognized for our commitment to excellence and a thriving work environment.
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Workforce Management Specialist
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Workforce Management Specialist
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Assistant Manager Workforce Management
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Senior Manager Workforce Strategy
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Workforce Management System Expert
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Consultant - Workforce Management
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Manager – Workforce Operations
17 hours ago
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