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Call Center Workforce Management Analyst

Posted 3 months agoViewed

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💎 Seniority level: Manager, Minimum of 5 years of progressive experience in workforce management, with at least 2 years in a leadership or supervisory role.

🔍 Industry: Healthcare technology

🏢 Company: PerfectServe👥 251-500💰 Private over 6 years agoMedicalHospitalMobileHealth Care

🗣️ Languages: English

⏳ Experience: Minimum of 5 years of progressive experience in workforce management, with at least 2 years in a leadership or supervisory role.

Requirements:
  • Bachelor’s degree in Business Administration, Human Resources, or related field; advanced degree or certifications preferred.
  • Minimum of 5 years of progressive experience in workforce management, with at least 2 years in a leadership or supervisory role.
  • Proven track record of developing workforce strategies that enhance service delivery.
  • Strong analytical skills and proficiency in workforce management software such as Verint, Aspect, Kronos, five9 WFM and Microsoft Excel.
  • Excellent communication, presentation, and interpersonal skills.
  • Demonstrated leadership qualities with the ability to inspire and motivate a team.
  • Ability to thrive in a fast-paced, dynamic environment.
Responsibilities:
  • Develop and implement workforce management strategies aligned with business objectives.
  • Forecast staffing requirements based on historical data and trends.
  • Optimize workforce scheduling for efficiency and service level targets.
  • Monitor real-time metrics and adjust staffing levels accordingly.
  • Track KPIs related to productivity and service delivery.
  • Analyze data to identify improvement opportunities.
  • Foster collaboration and professional growth within the team.
  • Collaborate with various departments to align workforce strategies.
  • Communicate effectively with stakeholders at all levels.
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