Job description
Job Title: Workforce Management Specialist
Job Summary:
Duties and Responsibilities :
- Build and operationalize comprehensive and flexible staffing models to drive high utilization and cost effective scheduling that delivers an outstanding customer experience
- Assess trends in contact/interaction patterns and contact reasons, identifying areas of opportunity with assigned operational departments.
- Provide the analysis and reporting metrics monthly to manage performance against the plan
- Assess and recommend changes to the Annual plan ensuring performance SLAs are established and met
- Partner with Customer Care team members and other OHI stakeholders to continuously improve the customer experience
- Build out process and tool capabilities to manage down to a specific skill/queue level
- Real time adherence monitoring and management
Requirements and Qualifications:
- Experience in a multi-skill, multi-site/remote call center/contact center is required
- Highly organized with demonstrated organizational, analytical, communication and trouble-shooting skills
- High degree of accuracy and ability to check one's own work
- Experience and comfortable with presenting to upper management
- 2+ year Workforce Management (WFM) functions experience preferred
- At least 1 year of previous experience with data analysis and contact center staffing using Erlang – C models
- Bachelor’s Degree in a recognized technical, engineering, scientific, managerial, business, or other discipline related to area of expertise
- Experience with CalabrioOne, Nice InContact, IEX, Genesys, Verint, five9 or other contact center management software.
- Experience building routing scripts in Ring Central Contact center Studio a plus
Nothing in this position description restricts management’s right to assign or reassign duties and responsibilities to this position at any time.
OHI is an Equal Employment Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
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