Resource Management & Analytics, WFM
Tasks
- Administer WFM and routing tools
- Build optimized schedules
- Conduct daily and weekly performance reviews
- Design WFM automation and alert systems
- Develop dashboards and reporting pipelines
- Identify root causes of variance
- Implement configuration and routing changes
- Interpret intraday performance signals for staffing decisions
- Manage time off and non productive activities
- Monitor alerts in on call rotation
- Provide proactive stakeholder communication
- Run queue routing and skill routing changes
Perks/Benefits
- N/A
Skills/Tech-stack
Alerting | Automation | Contact center | Dashboarding | Data Visualization | Data analytics | Intraday Forecasting | PagerDuty | Performance reporting | Queue Routing | Routing configuration | Scheduling | Scripting | Service Level | Service Level Management | Skill-based routing | System Administration | Time Off | Time Off Management | Workflow Integration | Workforce Management
Education
N/A
Regions
Countries
States
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