🛠 Tech Stack

💼 About This Role

You'll optimize workforce resources for a multi-site contact center operation using real-time analytics and forecasting. Your insights will directly improve customer and employee experiences by aligning staffing with demand. This role offers exposure to leading WFM tools like IEX, Genesys, and Tableau.

🎯 What You'll Do

• Perform real-time re-forecasting and adjust staffing plans
• Analyze capacity plans and estimate resource requirements
• Generate call volume forecasts daily, weekly, monthly, annually
• Provide guidance on WFM tools for intra-day adjustments

📋 Requirements

• 5+ years of workforce management experience in a contact center
• Strong quantitative and analytical skills for forecasting
• Proficiency in IEX, Genesys, or Tableau
• Ability to work evening and weekend shifts as needed

✨ Nice to Have

• Experience with multi-site operations
• Knowledge of real-time management techniques
• Familiarity with staffing model generation

🎁 Benefits & Perks

• 🏖️ Unlimited PTO
• 🏥 Health insurance
• 💰 Employee stock purchase plan
• 📚 Learning and development budget
• 🍴 Free meals and snacks

📨 Hiring Process

Estimated timeline: 3-5 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Skills Assessment· 60 min
4. 4Final Round· 30 min