Offer summary
Qualifications:
Extensive background in WFM functions, Proficiency with Genesys or Aspect, Advanced Excel skills required, Experience with ServiceNow or similar tools, Familiarity with data analytics software.Key responsabilities:
- Optimize staffing schedules and compliance
- Forecast call volumes and performance metrics
- Design and manage call center workflows
- Create reports on KPIs and productivity metrics
- Develop agent scorecards and staffing models