Develop and manage short- and long-term staffing forecasts for a multi-channel contact center.
Maintain scheduling processes and oversee real-time workforce adjustments.
Ensure reporting of performance metrics and analyze call center trends.
Collaborate across teams to balance deadlines with priorities.

🎯 Requirements

Experience creating and managing staffing models and staff schedules for multi-channel contact centers.
Familiarity with standard contact center WFM tools; RingCentral/CXOne a plus.
Intermediate Excel skills.
2+ years of forecasting, capacity planning, and scheduling experience.
Experience developing call center workforce plans and schedules to maximize efficiency.
Experience with contact center scheduling and workforce management solutions.
Strong decision making, complex problem solving, and excellent communication skills.
Ability to build genuine relationships quickly.

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