Are you an experienced Contact Center Workforce Management Specialist looking for an exciting new career opportunity Were offering a fantastic role with a leading organization where youll help optimize workforce performance and enhance customer experiences.
About The Company
Our client is a recognized leader with a focus on in-house contact centers, committed to delivering exceptional client services. They value innovation, efficiency, and customer satisfaction, understanding the vital role that Workforce Management plays in these achievements.
- Location: Anywhere in the Philippines, work from home
- Hours: Full-time (8 hours/day, Mon-Fri)
Responsibilities
As a Workforce Management Specialist, you will be essential to ensuring efficient contact center operations. Your responsibilities will include:
- Utilizing workforce management tools to forecast contact volumes and plan optimal agent schedules.
- Conducting real-time monitoring of agent activities, making adjustments as needed to maintain service levels.
- Collaborating with team leads to optimize staffing levels based on demand and business needs.
- Analyzing historical data and workforce metrics to identify trends and recommend improvements.
- Tracking agent performance against KPIs, implementing performance enhancement strategies.
- Managing agent leave and time-off requests while ensuring adequate coverage and workforce productivity.
- Contributing to continuous improvement of workforce management practices, tools, and processes.
Requirements
- Proven experience as a Workforce Management Specialist or similar role in a contact center.
- Proficiency in workforce management tools and familiarity with CRM platforms and contact center telephony systems; Calabrio experience is a plus.
- Strong analytical skills to interpret data and make informed decisions.
- Excellent organizational and time-management skills.
- Exceptional communication skills to work effectively with cross-functional teams.
