Real Time Support Specialist-Work Force Management (100% Remote)

Talentify.io; United States; Remote; USD 49,000 - 58,000; Full time

Job summary

A leading company in the financial services sector is seeking a Workforce Management Specialist to join their remote team. This role involves monitoring schedules, optimizing staffing allocations, and analyzing performance metrics to enhance operational efficiency. Candidates should possess a Bachelor's degree and relevant experience in workforce management within a contact center environment. Join us to make a positive impact on service delivery and enjoy opportunities for career advancement.

Benefits

Career advancement opportunities

Supportive work environment

Continuous learning and development

100% remote work flexibility

Qualifications

• 2+ years of experience in workforce management functions in a contact center environment.
• Proficient in Excel with strong data organization and analysis skills.
• Strong knowledge of workforce management software.

Responsibilities

• Monitor real-time adherence to schedules and SLAs using workforce management tools.
• Make real-time adjustments to staffing allocations to optimize resource utilization.
• Generate and distribute performance reports to stakeholders.

Skills

Data Analysis

Interpersonal Skills

Excel

Education

Bachelor's Degree in Finance, Business, or related field

Tools

Workforce Management Software

Telephony Systems

Job description

Employer Industry: Financial Services

Why consider this job opportunity:
- Salary up to $58,000.00
- Opportunity for career advancement and growth within the organization
- Supportive and collaborative work environment
- Chance to make a positive impact on operational efficiency and service delivery
- Commitment to continuous learning and development
- 100% remote work flexibility

What to Expect (Job Responsibilities):
- Monitor real-time adherence to schedules and service level agreements (SLAs) using workforce management tools
- Make real-time adjustments to staffing allocations to optimize resource utilization and meet service goals
- Analyze real-time performance metrics to identify trends and areas for improvement
- Generate and distribute real-time and daily performance reports to key stakeholders
- Act as a point of contact for escalations related to real-time staffing issues or operational disruptions

What is Required (Qualifications):
- Bachelor's Degree or equivalent work experience in Finance, Business, or a related field
- 2+ years of experience performing workforce management functions (specifically scheduling and real-time adherence) in a contact center environment
- Strong knowledge and experience with workforce management software and telephony systems
- Proficient in Excel with the ability to organize and analyze data effectively
- Excellent interpersonal skills with the ability to build rapport and trust across all levels of the organization

How to Stand Out (Preferred Qualifications):
- Established work history or demonstrated equivalent through a combination of work experience, training, military service, or education

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