Workforce Management Specialist

Job Summary

A company is looking for a Workforce Management Specialist, Call Center.

Key Responsibilities

• Engages with contact center management software to ensure service level agreements (SLAs) are met
• Analyzes call volume trends and adjusts contact center operations proactively
• Monitors real-time adherence and manages staffing schedules to maintain service levels

Required Qualifications

• Bachelor's degree in Business Administration, Operations Management, or a related quantitative field
• 2 years of experience in workforce management, preferably in a call center environment
• 2+ years of operations management or related experience
• Proficient with contact center and workforce management software, with preference for Ring Central/Nice InContact
• Proficient in Microsoft Office Applications, particularly advanced Excel skills