Sales Operations Planning Specialist

Job Summary

A company is looking for a Sales & Operations Planning Specialist to support their sales center team.

Key Responsibilities

• Monitor agent shifts and report opportunities for improvement to management
• Run daily call center reports and manage real-time exception requests
• Analyze call center data and adjust resources to meet service level goals

Required Qualifications

• 2+ years of experience in a call center environment or as a WFM real-time analyst
• Proficiency in Microsoft Excel, including Pivot tables and V-lookups
• Experience with NICE Workforce Optimization WFM Tool and IEX
• Understanding of call center dynamics, staffing, and performance metrics
• Ability to analyze statistical data and take independent action as needed