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 Apply To this Job