For one of our clients we are searching for a Workforce Management Specialist (WFM). As a WFM Specialist you will monitor customer service queues daily to ensure key performance metrics are achieved. Daily management of scheduling procedures, analysis of real-time workload requirements, and call routing to achieve service levels. Create, run, and distribute reports to leadership as needed to assist in decision-making. Communicate with center managers regarding staffing limitations/expectations and current/future business needs.
Requirements
- Exceptional analytical skills with the ability to identify trends and recommend solutions
- Strong attention to detail
- Proven project management skills
- Excellent communication, presentation, and interpersonal skills
- Great communication skills.
- Analytical skills.
- Self-driven and responsible.
- Time management skills.
- God knowledge of MS Excel
What will you be doing:
In this role you're responsible for the daily management of the scheduling software and agent schedules. When any issues arise, you immediately communicate them to the team and help implement the necessary adjustments. Each day, you monitor call volume and the overall performance of scheduling activities, carefully tracking any deviations so they can be addressed on time.
You also take the lead in creating and distributing detailed reports on key performance initiatives, always ensuring they are delivered to the leadership team before deadlines. Beyond these responsibilities, you're flexible and take on other duties as assigned by management, always contributing where needed with professionalism and precision.
Benefits
- Competitive salary
- Growth opportunities