JOB SUMMARY: 

Provide daily support to the WFM teams and assist with providing real-time management to support the business and operations.

MAJOR RESPONSIBILITIES:

·         Manages scheduling and loading schedules on CCMS.

·         Oversees the accurate compilation and distribution of information and reports to identified stakeholders.

·         Serves as a subject matter expert and WFM liaison for specific programs

·         Day-to-day management of scheduling and forecasting of multi-site contact center.

• Performs other related duties and assignments as required and as assigned

JOB REQUIREMENTS:

Education and specific Training

• High School Degree or equivalent required

Work Experience 

• 1+ year experience in a large inbound multi-site contact center preferred.
• 1+ year experience performing forecasting, scheduling and intra-day staff management functions in a multi-site inbound contact center preferred.

 REQUIRED SKILLS:

 Technical Skills

·         Must be proficient with Excel and have a strong working knowledge of Windows based programs.

• Experience with Workforce Management software (Blue Pumpkin, eWFM, IEX, etc.) preferred.

 Soft and specific skills 

• Strong quantitative and analytical skills.
• Must be able to multi-task, be detail oriented and possess strong organizational skills.
• Ability to adapt and excel as a team player in a fast-paced and change-oriented environment.
• Excellent interpersonal and written communication skills.
• Ability to provide leadership, direction, motivation and build high performing teams.
• Ability to work under pressure, meet deadlines and be accountable for the performance of others.
• Demonstrates competency in dealing with all levels of employees and management.