Workforce Specialist

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We are looking for a Workforce Specialist to support our growing CX team. You will manage the short-term and long-term forecasting, ensure goals are met through forecast modeling, collaborative planning, and effective communication with various cx teams/ channels.

Job responsibilities

• Analyze contact volume patterns by campaigns, contact groups, queues, and associates’
  skill sets.
• Develop forecasting models to predict voice contact volume and key call statistics, email
  volume, chat, and future additional channels.
• Utilize/ initiate workforce management software to forecast contact volume and cx teams
  scheduling.
• Communicate necessary real-time and proactive adjustments to the workforce plan based on
  changing/dynamic forecasts and re-forecast when necessary.
• Ensure schedules are generated timely to maximize the effective allocation of resources
• Analyze workload, vacation and absence records, training, meeting and coaching schedules.

 

Qualifications

• Work experience should be at least 1+ years in abovementioned industries
• Advanced Excel and data visualization skills.
• Have a good understanding of Customer satisfaction concepts and metrics including Net Promoter Score (NPS), Customer Satisfaction (CSAT), contact center service levels.