Workforce Management Specialist - Altamonte Springs

Only for registered members Altamonte Springs, United States

4 weeks ago

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+ Produce daily/weekly/monthly call center performance reports (volume, SL, AHT, ASA, abandon rate).+ Forecast call volumes,+ plan staffing and build labor schedules using WFM tools.+ Real-time monitoring of queues,+ agent adherence,+ occupancy and service levels.
Maintain schedules process exceptions update real-time changes.+ Create maintain staffing productivity utilization reports.Support scheduling projects manage Five9 queue skills Tier 1 & 2.Job summary
As a Workforce Management Specialist you will produce daily weekly monthly call center performance reports forecast call volumes plan staffing and build labor schedules using WFM tools.
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