Tech Stack

Description

You will monitor and optimize the Care Centers' customer experience through real-time management and scheduling. You'll interpret data to make staffing recommendations, monitor call volume, and generate reports to achieve service level goals. You'll also manage time-off and work orders to align with business needs.

Requirements

• High School Diploma or equivalent required; Bachelor's preferred
• Experience with Aspect, IEX, Verint Impact 360 or other WFM applications
• Strong organizational and attention to detail
• Superior interpersonal and communication skills
• Ability to diagnose problems and present findings to leadership

Responsibilities

• Interpret data and make staffing recommendations
• Monitor call volume and queue performance to meet service level goals
• Produce attendance, intraday, and ad hoc reports
• Generate and optimize weekly schedules for training and meetings
• Manage time off, VTO, and OT allocations