WorkForce Management (WFM) is a contact center operations entity responsible for forecasting workload and scheduling to meet performance objectives, with a focus on efficiency and customer satisfaction.

• Create and manage agent schedules that align with business objectives and service level goals.
• Develop and maintain collaborative working relationships with stakeholders and manage regular meetings.
• Utilize Genesys software and other tools to optimize scheduling and resource allocation.
• Manipulate and interpret datasets to inform decision making.
• Identify opportunities for process improvements and provide recommendations.
• Communicate effectively with employees.
• Provide regular reports and insights on performance indicators to leadership.
• Ad hoc reporting and analysis.
• Real-time performance monitoring.
• Facilitate and attend training and development as required.
• Proficiency in MS Office Suite, especially Excel.
• Contact center experience preferred, WFM experience ideal.

Qualifications - External

Education, Experience, and Skill Requirements:

• Bachelor's degree or equivalent work experience
• Strong analytical, problem-solving and organizational skills.
• Proficient in Microsoft Office Suite, particularly Excel.
• Manipulating and interpreting datasets.
• Manage a range of tasks, prioritize responsibilities, and meet deadlines
• Ability to collaborate and work independently.
• Clear, concise, open and professional communication required to interact with agents, teammates and leaders.

Qualifications

Qualifications - External

Education, Experience, and Skill Requirements:

• Bachelor's degree or equivalent work experience
• Strong analytical, problem-solving and organizational skills.
• Proficient in Microsoft Office Suite, particularly Excel.
• Manipulating and interpreting datasets.
• Manage a range of tasks, prioritize responsibilities, and meet deadlines
• Ability to collaborate and work independently.
• Clear, concise, open and professional communication required to interact with agents, teammates and leaders.

Schedule: Full-time
Req: 008KJS