WFM Operations Specialist
19 hours ago
Job Summary:
We are seeking a highly skilled Workforce Management (WFM) Operations Specialist to join our team at RSD Human Resource Management Consultancy.
About the Role:
The successful candidate will be responsible for managing the scheduling process of our program, ensuring seamless execution and efficiency. This role involves creating agent schedules, IDPs, and making necessary adjustments as required. Additionally, the WFM Operations Specialist will act as a backup to the CWFM Assistant Manager and manage employee information changes within the Verint WFO system.
Key Responsibilities:
- Manage staffing requirements with operational efficiencies and financial goals in mind
- Create staffing plans to manage headcount based on locked & rolling forecasts
- Prioritize workload, meet deadlines, and perform multiple tasks with attention to detail
- Demonstrate solid critical thinking, problem-solving, and interpersonal skills
- Ability to work independently with minimal supervision
- Maintain sound arithmetic, analytical, and problem-solving ability
- Adapt to workload and multitask with attention to detail in a dynamic environment
Technical Requirements:
- Proficient in Microsoft Excel with expertise in scrubbing, dissecting, and shaping data
- Create customized reports and forecasts using WFM tools such as eWFM, Blue Pumpkin/Impact 360, or IEX
- Experience in scheduling using WFM systems is essential
Requirements:
- Minimum 2+ years of hands-on experience in WFM in a call center inbound voice process
- At least 1+ year of scheduling experience using WFM tools such as eWFM, Blue Pumpkin/Impact 360, or IEX
- College graduate or equivalent with audit experience preferred
What We Offer:
RSD Human Resource Management Consultancy offers a competitive compensation package, opportunities for professional growth and development, and a collaborative work environment.
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