Specialist, WFM Real Time

Description

We are seeking a Specialist, WFM Real Time with 1-4 years of experience to join our team. The successful candidate will be responsible for monitoring real-time activities and metrics to ensure optimal performance, and making adjustments as necessary to ensure service level and efficiency goals are met.

Responsibilities

• Monitor real-time activities and metrics to ensure optimal performance
• Make adjustments as necessary to ensure service level and efficiency goals are met
• Provide guidance and support to team members
• Maintain accurate and up-to-date records of all activities
• Analyze and report on performance metrics

Skills and Qualifications

• 1-4 years of experience in Workforce Management
• Bachelor's degree in a relevant field
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Proficient in Microsoft Office, particularly Excel
• Experience with WFM software, such as Verint, Nice or Aspect
• Knowledge of call center operations and metrics
• Ability to work in a fast-paced and dynamic environment
• Attention to detail and accuracy