- Utilize NICE CXOne WFM [or similar software] to forecast call volume, create and maintain agent schedules, and ensure adherence to service level agreements (SLAs).
- Analyze staffing needs and recommend adjustments to optimize agent utilization and customer wait times.
- Manage agent time off requests and ensure adequate staffing levels are maintained.
- Maintain and configure the CXOne communications platform to meet evolving business needs and agent requirements.
- Troubleshoot basic system issues and escalate complex problems to IT support.
- Stay up to date on CXOne, IVR, and contact center best practices.
- Develop and maintain reports to track key performance indicators (KPIs) such as call volume, handle time, customer satisfaction, and agent adherence.
- Analyze performance data to identify trends, areas for improvement, and opportunities for coaching and development.
- Prepare reports for management, highlighting key metrics and insights.
- Provide first-line technical troubleshooting for agents experiencing issues with the CXOne platform or other contact center technology.
- Document and escalate complex technical issues to IT support.
- Maintain a knowledge base for frequently encountered issues and solutions.
- Minimum 2-3 years of experience in a contact center or related business operations environment
- Strong understanding of contact center operations and best practices
- Proven experience with workforce management (WFM) software and scheduling principles
- Experience working with a communications platform like CXOne (a plus)
- Excellent analytical and problem-solving skills with a data-driven approach
- Strong communication, interpersonal, and organizational skills
- Proficient in Microsoft Office Suite and comfortable learning new software programs
- Ability to work independently, manage multiple priorities, and meet deadlines in a fast-paced environment
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Workforce Optimization Specialist - Juno Beach, United States - Gravity IT Resources
Description
Job Title: Workforce Optimization Specialist
Location: Juno Beach
Work Authorization: USC/GC Holder
Job Type: 3 month Contract to Hire
Job Overview:
We are seeking a highly motivated and detail-oriented Workforce Optimization Specialist to join our dynamic contact center team. The Workforce Optimization Specialist plays a critical role in ensuring the smooth operation of our contact center by administering workforce management, scheduling, configuring the contact center's omnichannel communications platform, performance analysis and reporting, and providing first-level technical support. You will be a problem-solver with a keen eye for detail and a desire to continuously improve our agent experience and customer service delivery.
Responsibilities:
Workforce Management & Scheduling:
CXOne Platform Configuration:
Performance Analysis & Reporting:
First-Level Technical Support:
Qualifications:
