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
• 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