Job Responsibilities:
- Maintain skill set, including skilling/re-skilling specialists
- Call routing verification and auditing
- Analyze call routing data and performance metrics to identify trends, patterns, and areas for improvement.
Required Qualifications, Capabilities, and Skills:
- 2+ years’ experience in real time and/or scheduling in a large call center, multi-site, or similar environment
- Proficiency with Alvaria (eWFM), Genesys Scheduling software, and/or similar Workforce Planning platforms
- Working knowledge of Alteryx, Python, and excellent presentation skills
- High proficiency in Microsoft Office products (Excel, PowerPoint, SharePoint, Word, etc.)
- Working knowledge of workforce planning practices and contact center metrics
- Excellent written and oral communication skills
- Highly detail-oriented, ability to work on multiple projects/tasks simultaneously, manage time, and prioritize to complete projects/tasks, and be flexible with work schedule to accommodate business needs
Preferred Qualifications, Capabilities, and Skills:
- Experience in writing complex SQL queries, with knowledge of assessing, sourcing data, and optimizing data structures
- Comfortable with a fluid business environment, changing job priorities, and working with people at a variety of levels internally and externally, with the ability to work independently and/or in a group
- Experience in business analysis, reporting, data review, root cause analysis and resolution in a workforce management profile
- Ability to work in a consistently fast-paced, high-volume, high-stress environment
- Basic knowledge and understanding of Workforce Planning platforms and practices, both internal and cross-LOB’s preferred