Workforce Administrator - Montego Bay
The Call Center Workforce Management (WFM) Administrator will partner with the Workforce Management team in monitoring real time inbound call traffic to ensure optimum efficiencies and will work to ensure acceptable service levels, abandon rates, and active rates. This position is also responsible for intraday analysis of call flow together with monitoring and adjusting staff resources to meet call volume demands and performance goals. On a regular and continuous basis, the WFM administrator must exercise good judgment, integrity and assume responsibility for decisions, consequences and results having an impact on people, cost and quality of service within the organization.
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