Call Center Workforce Management Specialist

Job Description:

• Handle and support the technical infrastructure and software systems of call center operations.
• Maintain and optimize call center technologies and support Workforce Management duties.
• Implement and monitor call routing strategies, agent scripts, and data capture processes.
• Provide technical support to call center agents, supervisors, and managers.
• Develop and manage agent schedules based on call volume forecasts.
• Analyze WFM data to identify trends and recommend improvements.
• Generate regular reports on system performance, providing actionable insights.
• Conduct training sessions for effective use of call center technologies.

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:

• Competitive salary
• Work from Home
• Regular training sessions
• Opportunities for professional development

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