CS Workforce Specialist II
HybridLouisville, Kentucky, United States or Pittston, Pennsylvania, United States
Job Summary
Monitor real-time performance via workforce management tools to make intra-day adjustments, improve resource efficiency, and achieve service level goals. Supervise queues, schedule staffing, and plan seating capacity while managing overtime and time-off needs. Generate and evaluate daily, weekly, monthly, and annual call volume forecasts for multi-site operations, then produce periodic performance reports to leadership. Compare forecast results to identify improvement opportunities and ensure data updates in scheduling systems. Collaborate with Pharmacy Operations teams to coordinate staffing adjustments based on current and forecasted results. This hybrid role is based in Pittston, PA or Louisville, KY, with a focus on multi-department contact center operations.
Required Qualifications
- Minimum of 1 year of experience performing WFM functions (specifically real-time management and/or scheduling) in a multi-department and/or multi-site contact center environment
- Proven proficiency working with and manipulating data, crafting reports, visualizations and presentations from scratch
- Must have an excellent solid understanding of Excel and other Windows based programs (Word, PowerPoint, etc.), with the capacity to prioritize/analyze data in a structured manner
- Functional knowledge of WFM software and platforms (NICE IEX, Calabrio, Verint, etc.)
Desired Qualifications
- Understanding of overall operational activities including phone, email, chat, back office work item processing, and social media support
- Functional knowledge of WFM software and platforms (NICE IEX, Calabrio, Verint, etc.) that includes real-time adherence
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.