Real-Time WFM Specialist – Contact Center

Hawthorne Gardening Co.; Ohio; Presencial; USD 36.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance

Dental insurance

Vision insurance

Life insurance

Holidays

Vacation and sick time

Descripción de la vacante

Scotts Miracle-Gro is seeking a Workforce Management Specialist to monitor real-time contact center performance, forecast volume, and optimize schedules. You will partner with internal teams and external vendors (e.g., NICE) to align on operational needs and ensure service levels.

The role emphasizes accuracy in staffing, data analysis, and process improvements, with a focus on balancing efficiency and employee satisfaction in a dynamic environment.

Formación

• Experience in workforce management or contact center operations.
• Proficiency with real-time performance monitoring tools.
• Strong Excel and reporting capabilities.

Responsabilidades

• Monitor agent availability and performance in real time to ensure coverage.
• Identify coverage gaps and optimize resource allocation.
• Manage staffing plans and agent skill sets.
• Ensure correct skill routing and workload distribution.
• Review past volume trends to predict future workload.
• Develop long-range capacity models for hiring pipelines, training, and budget allocations.
• Collaborate with internal teams and external vendors to align on needs.
• Manage the day-to-day operation of Consumer Services mail and related tasks.
• Maintain records, print checks/letters, and coordinate digital fulfillment.
• Support testing and validation of IT rollouts and system changes.

Conocimientos

Real-time monitoring

WFM tools

Excel reporting

Cross-functional collaboration

Fraud risk awareness

Communication skills

Herramientas

IEX

Verint

Salesforce

SAP

Descripción del empleo

Scotts Miracle-Gro is seeking a Workforce Management Specialist to monitor real-time contact center performance, forecast volume, and optimize schedules. You will partner with internal teams and external vendors (e.g., NICE) to align on operational needs and ensure service levels.

The role emphasizes accuracy in staffing, data analysis, and process improvements, with a focus on balancing efficiency and employee satisfaction in a dynamic environment.