Workforce Optimization Specialist
2 weeks ago
Analyze and manage operational Key Performance Indicators (KPIs) to deliver effective workforce management. As a global point of contact, you will be responsible for analyzing historical volume trends and reporting Human Capital requirements to leadership teams.
Monitor real-time performance, adjust offline activities, and provide guidance to ensure consistent customer experiences. Your role is critical in ensuring operational metrics are met by all organizations/skills at daily levels.
You will liaise with network Points of Contact to address gaps/opportunity areas impacting operational metrics. Additionally, you will mentor and develop fellow analysts with Workforce Management skills and knowledge.
BASIC QUALIFICATIONS
- At least 3 years of human resources experience
- Experience in contact center operations
- 1-3 years of Workforce Management management experience
PREFERRED QUALIFICATIONS
- Process improvement and stakeholder management experience
- Confidential employee information management
- Bachelor's degree
- High proficiency in Microsoft Excel
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