Minimum of 2 years of real-time workforce management experience in a multi-channel contact center (voice, chat, text)
Hands-on experience with WFM/ACD platforms such as Five9, NICE, Genesys, Calabrio, or similar systems
Experience identifying performance risks proactively and taking corrective action to maintain service level targets required.
High school diploma or equivalent required
Bachelor’s degree in business administration, Statistics, Mathematics, Healthcare Operations, or related field preferred.

Benefits

Flexible telecommute policy
medical, vision, and dental insurance
incentive program
paid time off and holidays
401(k) plan
volunteer opportunities
tuition reimbursement and training
life insurance
options such as a flexible spending account

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

workforce managementschedulingforecastingKPI reportingdata analysisperformance optimizationincident documentationintraday schedule adjustmentsrisk identificationcorrective action

Soft Skills

communicationleadershipcollaborationproblem-solvinganalytical thinkingpresentation skillsorganizational skillscontinuous improvement