Key skills
Tableau
About this role
Role Overview
- Act as the lead technical SME for our internal WFM system, overseeing system implementations, upgrades, and optimal configurations to support staffing needs
- Monitor inbound voice, email, and chat queues independently to ensure agent adherence and optimal coverage during peak intervals
- Stabilize real-time metrics and identify opportunities to automate or improve existing workflows and scheduling rules
- Act as the first line of defense for WFM application issues, researching root causes and implementing technical solutions with limited instruction
- Conduct business process evaluations and interview stakeholders to gather technical requirements for system enhancements or new toolsets
- Create and maintain scheduling databases, providing regular reports to management on workload patterns and staff productivity
Requirements
- HS diploma or equivalent (bachelor’s degree preferred)
- Requires previous work experience in a related field, specifically 2+ years of technical WFM or contact center support experience
- Proven proficiency with Calabrio (or comparable workforce management software) is required
- Experience with Cisco telephony, Tableau, or other comparable tools is highly desired.
Tech Stack
- Tableau
Benefits
- Generous PTO and 11 paid holidays
- Well-being and volunteer time off
- Up to 16 weeks of fully paid parental leave and a baby stipend
- Multiple medical plan options with mental health and wellness support offerings
- 401(k) with company match and vesting after one year
- $400 annual well-being stipend and tuition assistance up to $5,250
- Recognition Rewards, Referral bonuses, exclusive discounts and more!