We are looking for a candidate with the following qualifications:
Workforce Management Expertise (Primary Focus):
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- Minimum of 2 to 4 years of WFM experience utilizing Workforce Management software within a multi-channel contact center environment.
- Direct experience with Calabrio WFM software is strongly preferred.
- Proven capability in intraday management, schedule adherence, capacity planning, and real-time queue oversight.
Technical & Analytical Skills:
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- Mid-level Excel proficiency (Pivot tables, sorting data, exporting spreadsheets).
- Strong background in creating reports and analyzing historical data to project future trends.
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Contact Center Experience:
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- Minimum of 2 years of Contact Center experience in a fast-paced, multi-channel environment.
Mindset & Soft Skills:
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- Ability to multitask, prioritize under pressure, and react quickly to rapidly changing, ambiguous environments.
- Ability to work independently with minimal supervision.
- Strong communication skills and availability to work Weekends, Evenings, and Holidays.