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Senior Workforce Management Specialist
2 weeks ago
**Job Title:** WFM RTM Manager
Workforce Management Team Lead- This role requires you to oversee and manage the entire Real-Time Management team, including Supervisors and agents.
- A minimum of 8 years of experience in Workforce Management is required for this position.
- The ideal candidate will be able to demonstrate a clear understanding of key concepts related to workforce management.
- You should be proficient with various phone system reporting and scheduling tools, such as Verint, Nice, IEX, and Cisco, as well as Microsoft Office applications like Excel, Word, PowerPoint, and Outlook.
- An excellent quantitative and analytical skill set is necessary for success in this role.
About the Role:
We are seeking an experienced WFM RTM Manager to lead our team. As a leader, you will play a critical role in driving business growth and ensuring operational efficiency.
Key Responsibilities:
- Oversee the entire RTA team, including Supervisors and agents.
- Develop and implement effective workforce management strategies to meet business objectives.
- Maintain strong relationships with stakeholders and provide regular updates on team performance.
- Identify areas for improvement and implement changes to enhance team productivity and efficiency.
Requirements:
- At least 8 years of experience in Workforce Management.
- Demonstrated expertise in workforce management concepts and principles.
- Excellent communication and leadership skills.
- Proficiency in phone system reporting and scheduling tools (Verint, Nice, IEX, Cisco) and Microsoft Office applications.
- Strong quantitative and analytical skills.
