Call Center Workforce Management Specialist
Job Description:
- Handle and support the technical infrastructure and software systems of call center operations.
- Responsible for maintaining and optimizing the performance of call center technologies.
- Implement and monitor call routing strategies, agent scripts, and data capture processes to improve customer interactions.
- Provide technical support to call center agents, supervisors, and managers.
- Develop and manage agent schedules based on call volume forecasts and business needs.
- Analyze WFM data to identify trends and recommend improvements.
Requirements:
- Bachelor’s degree in business, systems management, or related field preferred.
- Five years’ experience in data analytics is preferable.
- Minimum of three (3+) years of experience in call center system administration or a related field.
- Familiarity with Workforce Management tools and principles.
- Proficient in system configuration, troubleshooting, and performance optimization.
- Understanding of call routing, IVR systems, and ACD functionalities.
- Excellent written and verbal communication skills.
- Ability to thrive in a fast-paced environment and meet assigned deadlines.
- Excellent organizational skills, accuracy, and attention to detail.
- Proficiency in Microsoft Office Suite, including Word, Excel, Outlook and Visio.
Benefits:
- Health insurance
- Paid time off
- Flexible work arrangements
- Professional development opportunities
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