Related skills
workforce management forecasting scheduling microsoft excel omni-channel📋 Description
- Build and maintain schedules aligned with forecasted workload and priorities.
- Create schedules for voice, chat, email, back-office, and other work types.
- Include breaks, PTO, training, and offline activities in schedules.
- Publish schedules accurately and on time per timelines.
- Maintain schedule data and reflect updates in WFM systems.
- Collaborate with forecasting/real-time/ops to adjust schedules to demand.
🎯 Requirements
- Bachelor's degree in business or analytics, or 3 years call center exp in lieu.
- Experience with Calabrio or other workforce planning tools preferred.
- Experience in workforce management, contact center ops, or planning.
- Strong analytical skills to interpret data and make rapid recommendations.
- Advanced proficiency in Microsoft Excel or Google Sheets.
- Experience supporting omni-channel environments.
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