Workforce Management Specialist

The Operations
- Workforce Mgmt - Specialist is responsible for call center forecasting, scheduling, real-time queue, and staffing.
This role
Key Responsibilities:
- Compiles data on call center operations by pulling records from multiple databases, gathering information on a wide range of metrics and building specialized reports to provide a comprehensive view of Call Center performance and relevant statistics
Interprets records and compiles information by conducting in-depth analysis of call center data, reviewing statistics to ensure validity and identifying patterns and trends to translate raw data into actionable information for the benefit of Call Center leadership
- Take leads role in crafting monthly, quarterly, and annual reports to be administered to Call Center Leaders to better understand their efficiencies and bottlenecks
- Shares analyses and findings by developing reports, creating business review presentations and communicating with busine...