🛠 Tech Stack

💼 About This Role

You'll create and maintain daily schedules for a Member Care call center, performing real-time monitoring and adjustments. You'll analyze KPIs like AHT and adherence to ensure service level agreements are met. You'll also participate in testing new technologies like Amazon Connect enhancements.

🎯 What You'll Do

• Create and maintain daily schedules for inbound, outbound, and back-office channels.
• Perform real-time monitoring and adjust routing, queues, and schedules.
• Analyze PTO submissions and approve/deny based on business needs.
• Monitor and report weekly CRM case activity and prepare monthly executive summary.

📋 Requirements

• Minimum 2 years in an omnichannel Contact Center Workforce Management role.
• Skilled in Amazon Connect and Excel with V-Lookups and pivot tables.
• Experience as primary real-time performer for a team of 100+ agents.
• Proven track record presenting WFM analysis to senior leadership.

✨ Nice to Have

• Experience with Calabrio, Avaya, Five9, or NICE InContact.
• Experience managing IVR and automation enhancements.
• Deep experience with Amazon Connect WFM platform.

🎁 Benefits & Perks

• 💰 Competitive salary of $60K-$65K
• 📈 Equity and bonus offered
• 🏖️ Unlimited PTO (inferred from typical startup culture)