This is a fully remote position, open to applicants in Florida.

📋 Description

• Conduct real-time analytics to track call traffic in the contact center, reflect current operational workforce targets, and forecast resource needs.

• Evaluate intricate contact center metrics to assess efficiency.

• Oversee queue metrics and monitor staff performance within internal systems.

• Allocate resources dynamically, prioritize channels as required, and escalate requests for staffing changes.

• Collaborate with Workforce Scheduling and Forecasting teams to assist in call volume management, analysis, and future predictions.

• Supervise and enhance real-time schedule adherence while providing feedback to leadership.

• Prepare and convey trends, summaries, insights, and action plans to senior workforce management multiple times daily.

• Act as the main point of contact for complex daily scheduling inquiries, issues, or modifications.

• Utilize service-level metrics, efficiency, occupancy, and productivity indicators to inform business decisions.

• Generate scheduled and ad-hoc reports regarding performance metrics.

• Enhance real-time monitoring tools and workforce management strategies.

• Comply with company policies, procedures, guidelines, and best practices.

• Execute other responsibilities as assigned.

⛳️ Requirements

• Must possess authorization to work in the U.S. without requiring employment-based visa sponsorship now or in the future.

• Availability during core business hours of 7:00 AM–11:00 PM EST.

• Bachelor's degree and 2–4 years of relevant experience, or equivalent expertise gained through applicable knowledge, responsibilities, scope, and skills.

• Preferred experience with Workforce Management platforms.

• Preferred experience in managing, inspiring, motivating, and engaging workforce-related teams.