Workforce Specialist - Remote

Overview

The Contact Center Workforce Specialist is responsible for monitoring KPIs from Contact Center for all the LOBs assigned, as well as for understating coverage needs to process agents requirements such as PTO, swaps, ATOS, support with pauses from Supervisors and provide guidance and recommendations to maintain the KPIs such as SLAs, Abandonment, Campaigns Completions and Occupancy.

In Short

• Real Time monitoring for KPIs in Contact Center
• Intraday analysis including KPIs such as Campaigns completion
• Skills adjustments to maintain KPIs
• Process agendas and pauses required by operations
• Process all agents time off request
• Support other teams with data needed from Workforce

Requirements

• Full time availability including weekends
• Strong communication skills
• Ability to work independently and as part of a team
• Manage tasks and prioritize responsibilities
• Proficient with Microsoft Excel and Office
• Ability to work in a fast-paced environment
• English Fluency required

Benefits

• Diverse and inclusive workplace culture