Workforce Management Professional
Virtual Vocations Inc
Monitoring live operational conditions, the full-time salaried Workforce Management Professional will protect service performance by identifying intraday staffing and adherence risks, executing real-time actions, and collaborating with various teams remotely across U.S. time zones. Key responsibilities Monitor queues, volumes, and service-level trends to identify intraday risks and execute necessary actions Provide timely updates to supervisors and partners regarding risks, actions, and tradeoffs while managing adherence follow-ups and staffing gaps Collaborate with scheduling, capacity planning, and operational teams to resolve recurring barriers and improve service performance Required qualifications Bachelor's degree or extensive experience in Workforce Management may substitute for a degree One or more years of experience in workforce management, contact center, or related customer experience operations Experience supporting real-time adherence and intraday management in complex service environments Working knowledge of Verint, ACD dashboards, adherence tools, Excel, and operational reporting Strong analytical skills with the ability to identify risks early and support assigned work accurately
Vacancy posted 4 days ago
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