Contact Center Specialist III, Workforce Management
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About The Position
This position is responsible for maintaining key performance indicators (KPIs) in a contact center(s) and/or region(s) by monitoring volume of contacts and staffing requirements and making adjustments to meet KPIs. The role involves tracking adherence to schedules and escalating any net staffing gaps caused by absences or offline exceptions. The individual will review and share metrics with the team, monitor and ensure all policies and procedures are contractually compliant, and collaborate with team and stakeholders to address trends and incorporate them into future forecasts. Additionally, the position requires monitoring offline activities, allocating resources, identifying and reporting technical issues related to systems, participating in the maintenance of tools and implementation of solutions, and supporting training efforts on software and procedures.
