Workforce Management Specialist
19 hours ago
Job Description
We are seeking a highly organized Workforce Management Specialist to join our team at B2C Solutions WLL. As a key member of our workforce management team, you will be responsible for developing and managing effective schedules for call center agents.
- Manage and coordinate the creation of schedules for call center agents, ensuring optimal coverage during peak hours and meeting customer service demands.
- Collaborate with management to develop and implement strategic workforce planning initiatives.
- Design and implement processes to monitor and measure the effectiveness of scheduling practices.
Responsibilities
- Analyze scheduling data to identify opportunities for process improvements and propose recommendations to senior leadership.
- Collaborate with IT to troubleshoot and resolve technical issues related to scheduling software and tools.
- Communicate effectively with agents, managers, and other stakeholders to ensure seamless scheduling practices.
Requirements
- Bachelor's degree in Business Administration, Human Resources, or related field is preferred to ensure a solid understanding of workforce management principles.
- Minimum of 3 years of experience in a scheduling or workforce management role within a call center environment is required for effective performance.
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