Workforce Management Specialist
virtual vocationsNew York, NY
Workforce Management Specialist
virtual vocationsNew York, NYMid L4
Community and Social Service Specialists, All OtherSocial and Community Service ManagersSocial and Human Service Assistants
Other Individual and Family ServicesTemporary Help ServicesTelemarketing Bureaus and Other Contact Centers
APPLY NOWTo ensure optimal service level performance and operational efficiency, the full-time remote Workforce Management Specialist will monitor and adjust staffing and scheduling in real-time while collaborating with operations and leadership teams to address performance risks.
Key responsibilities:
Execute the WFM intraday playbook to meet performance targets and service level agreements
Monitor real-time adherence to schedules and address any staffing issues or unplanned events
Analyze data to identify root causes of service level failures and make necessary adjustmentsRequired qualifications 3+ years of call center experience or 2+ years of workforce management experience required
Experience with workforce management systems such as Aspect or IEX is strongly desired
Proficiency in Microsoft Excel and other MS Office applications
Bachelor's degree preferred or equivalent work experience
Strong analytical skills with the ability to identify trends and act on data insights
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Level
Mid L4
Location
New York, NY
Occupation
Community and Social Service Specialists, All Other
Industry
Other Individual and Family Services
Posted
2 days ago