Workforce Management Specialist
Virtual Vocations Inc
To ensure optimal service level performance and operational efficiency, the full-time remote Workforce Management Specialist will monitor and adjust staffing and scheduling in real-time while collaborating with operations and leadership teams to address performance risks. Key responsibilities Execute the WFM intraday playbook to meet performance targets and service level agreements Monitor real-time adherence to schedules and address any staffing issues or unplanned events Analyze data to identify root causes of service level failures and make necessary adjustments Required qualifications 3+ years of call center experience or 2+ years of workforce management experience required Experience with workforce management systems such as Aspect or IEX is strongly desired Proficiency in Microsoft Excel and other MS Office applications Bachelor's degree preferred or equivalent work experience Strong analytical skills with the ability to identify trends and act on data insights
Vacancy posted 2 days ago
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