Workforce Management Specialist (Voice)

Summary:
We are seeking a detail-oriented Workforce Management Specialist (Voice) to join our team. This role is critical for optimizing the scheduling and performance of our voice-based customer service operations. The ideal candidate will have a strong understanding of workforce management principles, experience with call center metrics, and a passion for enhancing customer satisfaction through effective resource allocation.

Key Responsibilities:

Forecasting and Planning:

Analyze historical call volume data and trends to develop accurate forecasts for staffing needs.
Collaborate with management to understand business changes that may impact call volume and adjust forecasts accordingly.
Scheduling:

Create and manage staff schedules to ensure adequate coverage for voice-based customer service operations.
Utilize workforce management tools to optimize scheduling, taking into account employee availability, skills, and preferences.
Real-Time Management:

Monitor call center performance in real-time, adjusting staffing levels and schedules as needed to meet service level agreements (SLAs).
Identify and address any service level issues promptly, collaborating with team leaders and agents.
Reporting and Analysis:

Generate and analyze performance reports, including key metrics such as average handle time, service levels, and agent productivity.
Provide actionable insights and recommendations to improve operational efficiency and customer service quality.
Collaboration:

Work closely with team leaders and operational management to align staffing strategies with business goals.
Engage with training and quality assurance teams to ensure that staff are equipped to handle customer interactions effectively.
Process Improvement:

Identify opportunities for improving workforce management processes and tools.
Stay updated on industry best practices and implement changes to enhance workforce efficiency.
Qualifications:

Bachelor’s degree in Business Administration, Operations Management, or a related field; equivalent experience will be considered.
Proven experience in workforce management, particularly in a voice-based call center environment.
Proficiency in workforce management software (e.g., NICE, Verint, Genesys) and reporting tools.
Strong analytical skills with the ability to interpret data and make informed decisions.
Excellent communication and interpersonal skills, with a focus on collaboration.
Knowledge of call center metrics and performance indicators.