WFM Scheduling Specialist

Job Summary

A company is looking for a Specialist, WFM Scheduling & Real-Time.

Key Responsibilities

• Builds and maintains call center agent schedules based on forecasts and business constraints
• Monitors intraday staffing levels and collaborates with operations to take corrective actions
• Identifies process improvements to enhance scheduling practices and reduce workloads

Required Qualifications

• 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's)
• 2-3+ years of experience in a contact center and/or workforce management environment
• Experience with contact center WFM and telephony systems, preferably Verint WFM and Five9
• Strong analytical skills with the ability to translate large data sets into actionable insights
• Proficiency in data visualization and reporting