Job Description
- Five (5) years related call center workforce management experience with at least 2 years of supervisory experience of leading a team of Real Time Analysts in a fast paced environment.
- Experience in Planning and Scheduling will be an added advantage.
Preferred Special Skills, Knowledge or Qualifications
- Overall 5+ years of experience in WFM
- 2 years of experience leading Real Time Management teams
- Ability to demonstrate and articulate understanding of key workforce management concepts
- Proficient with phone system reporting and scheduling tools (Verint, Nice, IEX, Cisco) as well as Microsoft Office (Excel, Word, PowerPoint, Outlook)
- Strong quantitative/analytical skills
