Contact Center Workforce Planner
Company: VirtualVocations
Location: Irvine
Posted on: November 4, 2024
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Job Description:
A company is looking for a Contact Center Workforce Management
Planner.
Key Responsibilities
Develop and improve forecast and capacity planning models for a
24/7 omnichannel contact center
Analyze data to produce volume forecasts and determine staffing
levels to optimize efficiency and service levels
Collaborate with the Customer Care Team to plan for changes in
processes and policies affecting forecasts and schedules
Required Qualifications and Education
High School diploma or GED
3 years of experience in analytical, forecasting, workforce
management, or leadership in a contact center environment
Experience with Microsoft Office Suite, particularly advanced
skills in Excel
U.S. citizenship due to contractual requirements
Experience leveraging NICE CX1 WFM software/applications is
preferred
Keywords: VirtualVocations, Rialto , Contact Center Workforce Planner, Other , Irvine, California
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