Hiring the Best from Across the Country!

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JOB SUMMARY:

Experienced WFM professional responsible for full spectrum of WFM duties.  This includes analysis of call center statistics, development of forecasts and data models, creation/management of agent schedules, and supervision of the WFM Real-Time Analysts Team.

 

KEY RESPONSIBILITIES AND DUTIES:

  • Supervision of real-time schedule adherence
  • Track, analyze and report center and agent performance
  • Analyze and report historical data and trends and develop forecast models
  • Generate long-term and short-term forecasts
  • Manage employee information changes
  • Manage scheduling process
  • Manage approval and denial of discretionary activities; such as vacations,trainings, meetings
  • Manage Pipkins scheduling software
  • Perform other duties and assignments as directed

 

QUALIFICATIONS:

  • At least 3-5 years of call center WFM experience
  • Proficient in MS Excel, MS Word, MS PowerPoint
  • Strong quantitative, analytical, communication, and organization skills
  • Self-motivated and must excel in a minimally managed high-profile position
  • Solid knowledge of call center fundamentals
  • Previous experience with ACD reporting and administration experience desired
  • Previous experience with WFM scheduling software

 

To apply, email your resume to sshook@americansupport.com.