Job Description
- Oversees and supports all operational aspects of workforce management within the contact center.
- Facilitates and monitors workforce planning activities, including staffing, scheduling, forecasting, and adherence to policies and procedures.
- Administers and supports WFM systems and related operational tools.
- Monitors contact center quality initiatives and support system implementations.
- Assists in the implementation and execution of training programs as needed.
- Generates and analyzes workforce reports to support operational decision-making.
- Identifies opportunities for process improvements and operational efficiencies.
- Supports multiple contact center operations when required.
- Works independently while following established standards, procedures, and guidelines.
- Shares best practices and develops effective solutions to operational challenges.
- May guide junior team members and assist in setting day-to-...
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