Workforce Management Coordinator

We are looking for a detail-oriented Call Center Workforce Management Coordinator to join the team!

Responsibilities:

Analyze and Improve Metrics: Evaluate and enhance contact center performance and metrics to support internal and offshore strategies.
Data Management: Source and mine data to support strategic continuous improvement initiatives.
Work Scheduling: Generate and distribute weekly work schedules for call center representatives.
Collaboration: Work with key leaders and operational units to identify and address improvement opportunities and drive KPI performance.

Attention to Detail: Ability to meticulously review and assess call quality, identifying areas for improvement.
Strong Communication Skills: Proficiency in articulating feedback clearly and professionally to call center agents.
Analytical Skills: Ability to analyze call data and performance metrics to identify trends and areas for improvement.
Knowledge of Call Center Operations: Understanding of call center workflows, metrics, and best practices.
Technical Proficiency: Familiarity with call recording and monitoring software, CRM systems, and other relevant tools.
Training and Coaching Skills: Experience in providing constructive feedback and training agents to improve performance.