Workforce Management Analyst
United States
Full Time
1 week ago
H1B Sponsor
Key skills
Time Management
About this role
Role Overview
- Ensure the best possible call center service levels are achieved to maximize utilization
- Monitor call volume demand in real time and flex workforce accordingly
- Adjust schedules to ensure consistent service is maintained
- Manage and adjust call routing when unusual call patterns exist
- Update schedules to ensure statistical staffing requirements are met
Requirements
- Requires a H.S. diploma or equivalent
- Minimum of 2 years call center operations experience
- Real-time management experience in a centralized call center environment is preferred
- Experience with NICE and Genesys preferred
- Inventory knowledge strongly preferred
Benefits
- Merit increases
- Paid holidays
- Paid Time Off
- Incentive bonus programs
- Medical benefits
- Dental benefits
- Vision benefits
- Short and long-term disability benefits
- 401(k) + match
- Stock purchase plan
- Life insurance
- Wellness programs
- Financial education resources