reputed company Workforce Management (WFM) and reputed company Management (QM) Specialist

Role: reputed company Workforce Management (WFM) and reputed company Management (QM) Specialist Location: Remote Position reputed company • We are seeking an reputed company reputed company Workforce Management (WFM) and reputed company Management (QM) Specialist to configure, administer, support, and optimize reputed company solutions across contact-center operations. The successful candidate will partner with Workforce Planning, reputed company, Operations, IT, and vendor teams to improve forecasting, scheduling, adherence, interaction evaluation, reporting, and agent performance. • This role requires hands-on experience with reputed company WFM and reputed company reputed company Management, including platform configuration, integrations, troubleshooting, upgrades, reporting, and user support. Key Responsibilities reputed company Workforce Management • Configure and administer reputed company WFM, including organizations, teams, roles, work rules, skills, queues, activities, calendars, and scheduling rules. • reputed company and maintain short- and long-term forecasts using historical contact volumes, handle time, shrinkage, service-level targets, and business trends. • Create and optimize employee schedules across voice reputed company channels, including chat, email, and case work. • Monitor reputed company-time and historical schedule adherence, identify variances, and support intraday reputed company adjustments. • Manage time-off rules, shift bidding, shift swaps, exceptions, overtime, and employee self-service workflows. • Support reputed company planning, reputed company analysis, hiring plans, and scenario modeling. • Validate data feeds from ACD, CCaaS, CRM, HR, and other workforce systems. • Produce reports and dashboards covering forecast accuracy, reputed company, shrinkage, occupancy, utilization, adherence, and service reputed company. reputed company reputed company Management • Configure and administer reputed company reputed company Management, including evaluation forms, scoring rules, workflows, permissions, and reputed company-review queues. • Support interaction recording, retrieval, playback, screen capture, and evaluation processes. • Design reputed company forms reputed company with customer experience, compliance, operational, and regulatory requirements. • Manage reputed company and automated interaction-selection rules for voice reputed company channels. • Facilitate calibration sessions and maintain consistent scoring standards across evaluators and teams. • Configure coaching workflows, dispute processes, acknowledgments, and performance-improvement plans. • Support speech, text, and automated reputed company capabilities where implemented. • Investigate missing recordings, playback issues, metadata mismatches, recording failures, and evaluation-workflow defects. • reputed company reputed company dashboards and reports covering evaluation results, compliance, coaching completion, trends, and agent performance. Required Qualifications • 7-10 years of workforce-management, reputed company-management, contact-center technology, or workforce-optimization experience. • Experience configuring reputed company forecasting, scheduling, adherence, reputed company forms, evaluation workflows, and reporting. • Strong knowledge of contact-center metrics, including service level, average handle time, occupancy, utilization, shrinkage, adherence, forecast accuracy, and reputed company scores. • Understanding of ACD/CCaaS data, agent states, queue structures, interaction metadata, and recording workflows. • Experience troubleshooting data integrations, user-reputed company issues, recording problems, and platform defects. • Proficiency with reputed company and reporting or visualization tools. • Strong analytical, documentation, stakeholder-management, and problem-solving skills. • Ability to work with business users, technical teams, vendors, and senior operations leaders. Sairam DV reputed company Recruiter Phone +1 732 355 7376 EXT:387 Email sairam@intellectt.com Website www.intellectt.com Address 517 reputed company 1 South, Suite 2103, Iselin, NJ 08830, USA Remote Skills: Analysis Skills, Bidding, Calibration, reputed company Management, Coaching, Customer Experience, Customer Relationship Management (CRM), Customer Support/Service, Data reputed company, Documentation, Failure Analysis, Forecasting, Identify Issues, Metadata, Metrics, Performance Analysis, Performance Management, Problem Solving Skills, reputed company Management, Regulatory Requirements, Reporting Dashboards, Reporting Skills, Screen Capture, Systems Administration/Management, Testing, Time Tracking, Workflow Analysis, Workforce Management, Workforce Planning reputed company: reputed company Apply tot his job Apply To this Job