Key skills
Communication
About this role
Role Overview
- Monitor real-time KPIs and schedule adherence, ensuring operational excellence across multi-site, multi-skill contact center environment
- Maintain and produce accurate long-term capacity plans, supporting strategic resource allocation and workforce optimization
- Provide periodic reports, both real-time and historical, containing performance data to support operations management decision-making
- Oversee the administration, setup, and utilization of WFM software, maximizing system efficiency and functionality
- Establish and maintain strong relationships with key operational and support partners, identifying opportunities for continual improvement and cost savings
- Effectively communicate insights and strategic recommendations to multiple tiers of Mid to Executive Leaders across the organization
Requirements
- 2+ years of experience working with global Contact Center Workforce Management software, processes, and principles including staffing projections, scheduling, and service level analysis
- Proficient in MS Office Applications (Word, PowerPoint, and Excel)
- Strong analytical and problem-solving skills, keen attention to detail, and the ability to collect data and draw valid conclusions
- Proficient in Genesys and Calabrio – or comparable tools preferred
- Self-motivated, excel independently in a high-profile position
- Demonstrate excellent communication skills
- Adapt to changing priorities
- Available for night and weekend shifts based on business needs
Benefits
- Comprehensive Health Insurance
- Healthcare coverage (medical, dental, vision)
- Life insurance
- Critical illness
- Hospital indemnity
- Pet insurance
- 401k retirement plan
- Paid Time Off & Sick Leave Access
- Enjoy PTO, sick leave, floating paid holidays, and a healthy work-life balance
- Exclusive Employee Rentals
- Leverage special rental discounts exclusive to employees, offering great savings for you and your immediate family
- Career Growth Opportunities
- Advance your career within a rapidly growing company experiencing over 30% growth with a presence in over 100 countries worldwide
- Innovative Environment
- Work with cutting-edge WFM and ACD software in a dynamic, global organization that values innovation, creativity, and entrepreneurial spirit