Call Center Workforce Management Specialist

Worldwide Salaried Open

Job Description

Handle and support the technical infrastructure and software systems of call center operations.
Maintain and optimize call center technologies and support Workforce Management duties.
Implement and monitor call routing strategies, agent scripts, and data capture processes.
Provide technical support to call center agents, supervisors, and managers.
Develop and manage agent schedules based on call volume forecasts.
Analyze WFM data to identify trends and recommend improvements.
Generate regular reports on system performance, providing actionable insights.
Conduct training sessions for effective use of call center technologies.

Bachelor's degree in business, systems management, or related field preferred.
Five years’ experience in data analytics is preferable.
Minimum of three (3+) years of experience in call center system administration or a related field.
Familiarity with Workforce Management tools and principles.
Proficient in system configuration, troubleshooting, and performance optimization.
Understanding of call routing, IVR systems, and ACD functionalities.
Excellent written and verbal communication skills.
Ability to thrive in a fast-paced environment and meet assigned deadlines.
Excellent organizational skills, accuracy, and attention to detail.
Proficiency in Microsoft Office Suite, including Word, Excel, Outlook and Visio.

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