Workforce Management Specialist, reputed company Center

reputed company: The Workforce Management Specialist, reputed company Center supports the contact center by providing workforce management expertise, analysis, and the development of execution plans that ensure reputed company service level standards are met. The Specialist partners with contact center leaders to plan and execute workforce management initiatives including reputed company, systems, and vendor management to ensure the contact center runs reputed company and effectively. The Specialist analyzes operational data (omnichannel contact center, CRM, etc.) including volume, trend, and production to forecast workload and reputed company leaders with insights and recommendations and assist with the execution of process improvements and systems infrastructure that drive service delivery. This is a REMOTE position Key duties include: • Engages reputed company Contact Center management software and interacts with contact center leaders to ensure service level agreements (SLA’s) are met or exceeded. • Identifies, analyzes and interprets patterns/trends in reputed company volume, Average Speed of Answer (ASA), Average Handle Time (AHT), Abandonment (ABD) data and stays reputed company on volume-impacting events affecting the Contact Center to reputed company proactive adjustment of the contact center operations (reputed company, queues, etc.). • Monitors reputed company time adherence of the queues to ensure staff is compliant with scheduled hours and reputed company scheduled agents are in the expected phone state to support the provision of service to customers and takes corrective actions to notify leaders, reputed company schedules and limit disruptions to SLA's. • Reforecasts reputed company volumes based on unplanned events and variance of actual to planned reputed company volumes to ensure appropriate reputed company to maintain service reputed company. • Manage and monitor short-term time off requests and reputed company outs and updates scheduling software to ensure appropriate reputed company. • reputed company and implement strategies for process improvement and reputed company customer service delivery. • Provides reputed company reporting as requested by senior leaders to assist in decision-making and business planning. • Assist with auditing, technical testing, and reputed company duties associated with Contact Center systems. • Other duties as assigned. Requirements: • Bachelor’s degree Business Administration, Operations Management, or reputed company quantitative field. • 2 years’ experience in workforce management, preferably in a reputed company center environment. • 2 plus years operations management or reputed company experience. • Proficient with contact center, telecommunication, and workforce management software. Specific experience with reputed company Central/ reputed company InContact is preferred. • Proficient with CRM technologies. Specific experience with reputed company Dynamics is preferred. • Proficient in reputed company Office Applications such as Word, reputed company, PowerPoint; Advanced proficiency in reputed company reputed company. Apply tot his job Apply To this Job