Main Responsibilities:
The Workforce Management Specialist is part of our amazing team responsible for ensuring the effective management of workforce resources in our rapidly growing business. This role involves forecasting, scheduling, and real-time monitoring to optimize staffing levels, meet sales targets, and maintain operational efficiency
- Analyze historical call and sales data to predict future call patterns and sales cycles.
- Develop accurate forecasts for leads, sales targets, and other key metrics.
- Prepare long-term and short-term staffing plans to meet service level and sales targets.
- Create and maintain schedules to ensure optimal coverage for sales and customer service campaigns.
- Optimize shift patterns, breaks, and time-off requests to balance workload and team member satisfaction.
- Coordinate with HR and sales management for recruitment and training schedules.
- Monitor real-time call center performance and make adjustments to staffing as needed.
- Manage agent adherence to schedules, and attendance.
- Address and resolve real-time issues such as agent absenteeism and adherence to schedule.
- Generate and analyze performance reports, including adherence, occupancy, and sales conversion rates.
- Track and report key metrics to management regularly.
- Utilize workforce management software and tools effectively.
- Maintain and update the workforce management system with accurate data.
- Ensure all technology and tools are optimized for performance management.
- Work closely with call center supervisors, sales managers, and campaign leaders to understand operational and sales needs.
- Liaise with IT and system administrators for technical support and system updates.
- Communicate effectively with operations leaders and agents to inform them of schedule changes, campaign updates, and performance expectations.
Qualifications/ Experience:
- Experience in workforce management or a similar role, preferably in a sales environment.
- Proficiency in workforce management/ scheduling software (e.g., NICE, Verint, CMS).
- Experience using Factorial Shift Management and Monday.com would be an advantage
- Strong analytical skills with the ability to create and interpret data to make data-driven decisions.
- Excellent organizational and time management skills.
- Strong communication and interpersonal skills.
- Ability to work in a fast-paced, dynamic environment demonstrating initiative.
How we work:
- 100% remote role- work where you are happiest!
- US EST working hours
- Contractor’s agreement- with additional benefits!
- We’re a global company with regular team-building events and rewards- our culture is what makes us stand out from the rest.
- We love people who choose to work smarter and not harder- AI and automation use is increasing daily- embrace the change!
This list is not exhausted and additional responsibilities can be added at any time according to the needs of the business operations. Should the company add more responsibilities the member will be informed in a timely manner & added to the job specification.
