Related skills
forecasting data analysis scheduling nice assembled📋 Description
- Create and maintain agent schedules aligned with forecasted workload and policies.
- Monitor real-time ticket volumes, queues, and agent availability to ensure SLA coverage.
- Reallocate resources to address staffing gaps or workload shifts.
- Track schedule adherence, attendance, and productivity metrics.
- Identify and escalate real-time issues and implement contingency plans.
- Propose process improvements or automation to boost WFM efficiency.
🎯 Requirements
- Proven experience in workforce management, including real-time monitoring, scheduling, and forecasting in a multi-site environment.
- Strong analytical and problem-solving skills with ability to interpret data insights.
- Experience with workforce management tools (NICE, Teleopti, Assembled, or similar).
- Proven ability to manage time-sensitive, high-pressure situations effectively.
- Strong written and verbal communication skills, with ability to convey complex information clearly to stakeholders.
- Fluency in English is required.
🎁 Benefits
- work from anywhere
- flexible paid time off
- flexible working hours
- 16 weeks paid parental leave
- mental health support services
- stock options
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