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DESCRIPTION
Overview of tasks:
- Ensure team tasks and deliverables are performed accurately and in a timely manner
- Establish performance objectives for all resources
- Recommend, implement and ensure that processes being utilized follow industry best practices
- Conduct impact and trend analysis to recommend solutions that drive cost effective strategies
- Coordinate and align with Operations & WFM Leadership on scope, processes and guidelines
- Work with Customer on initiatives to support new business growth
- Guarantee proper escalation paths are followed
- Develop WFM staff on functional area of expertise
REQUIREMENTS
What we expect:
- At least three 3 years of Workforce Management experience within the call center / customer service industry
- Experience managing a team
- Specialist in workforce management processes, concepts and principles (i.e. Staffing projections, scheduling, service level analysis, metrics monitoring)
- Strong knowledge of call center operations and organization
- Above average knowledge on MS Office Applications ( i.e. MS Word, Excel ) & Google suite package (spreadsheets, data studio, slides, etc.) as well as call center specific software and applications (i.e. Verint, IEX & CMS)
- BPO experience is a plus
- Statistical & financial analysis
- English C1 required
- Willingness to work 1 out of 4 weeks in night shift plus 2 weekends per month