Manager
2 weeks ago
Highly motivated individual with a passion for data analysis, workforce management, and performance coaching
Will manage workforce analytics staff
Will be responsible for manipulating and visualizing data from multiple sources to create Key Performance Indicator (KPI) reports. Will work on reporting, extracting and interpreting data from critical systems, and apply workforce management tools to forecast work volumes, schedule staff, and monitor agent performance.
Will analyze metrics and trends to provide insights to management and clients
Generates reports and analyzes metrics and trends to provide insight to management on potential future needs, opportunities, and strategies to improve performance.
Education and Experience
Must have a previous experience in WFM department either as a team leader or Assistance Manager or a Manager
Must have end-to-end experience in WFM roles ( Capacity planning, Scheduling, Real time management, and others)
Knowledge, Skills, Abilities
Knowledge of contact center processes, technology and concepts
Excellent organizational skills
Strong attention to detail
Time management skills and the ability to multi-task
Effective verbal and written communication skills
Ability to work in a collaborative team environment
Others:
Must be amenable to work on site in McKinley
Must be amenable to work on a shifting schedule
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