WFM Command Center Supervisor: Real-Time Performance Leader

The Results Companies; Provo (UT); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Strong leadership

Opportunities for advancement

Job summary

A leading customer experience provider in Provo, Utah, is seeking a WFM Results Command Center Supervisor to supervise real-time analysts and manage performance for multiple clients. This role includes creating strategies to optimize contact center operations and ensuring that KPI and service levels are met. The ideal candidate will have strong leadership skills and experience in outbound management. Benefits include opportunities for advancement within a global organization.

Qualifications

• 6 months of Outbound Performance Analytics experience.
• 2+ years of previous Contact Center management experience.
• Exceptional verbal and written communication skills.
• Must be able to multi-task in a professional & courteous manner.
• Must have analytical and troubleshooting expertise.

Responsibilities

• Supervise a team of 3+ Real Time Analysts.
• Manage Strategy, KPI, and Service Level requirements for multiple clients.
• Create Daily Dialing and List Strategy Plans.
• Monitor campaigns and various real-time metrics.
• Communicate performance issues with management.

Skills

Outbound Performance Analytics

Contact Center management

Microsoft Office proficiency

Analytical skills

Negotiation skills

Communication skills

Education

High School Diploma

Tools

Predictive dialing systems

Job description

A leading customer experience provider in Provo, Utah, is seeking a WFM Results Command Center Supervisor to supervise real-time analysts and manage performance for multiple clients. This role includes creating strategies to optimize contact center operations and ensuring that KPI and service levels are met. The ideal candidate will have strong leadership skills and experience in outbound management. Benefits include opportunities for advancement within a global organization.