Contact Center Workforce Planner

Company: VirtualVocations
Location: Irvine
Posted on: November 4, 2024

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, Newport Beach , Contact Center Workforce Planner, Other , Irvine, California

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