Workforce Management & Scheduling Lead

The Results Companies; Provo (UT); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Strong leadership

Opportunities for advancement

Job summary

A leading Customer Experience company in Provo, Utah seeks a Workforce Management Lead to oversee forecasting, scheduling, and capacity planning. The role will enhance workflows and minimize client dissatisfaction. 2+ years of Contact Center WFM experience is required, alongside proficiency in tools like IEX and eWFM. Strong communication and multitasking skills are essential. The position offers strong leadership and opportunities for advancement.

Qualifications

• 2+ years previous experience in Contact Center WFM.
• Must be highly proficient with computers and software.
• Broad knowledge of inbound/outbound contact center environments.

Responsibilities

• Maintain accurate forecasts, capacity plans, and schedules.
• Provide strategic recommendations to improve productivity.
• Coordinate with departments to identify hiring strategies.

Skills

Contact Center WFM experience

Word processing skills

Analytical skills

Excellent communication skills

Multi-tasking abilities

Negotiation and de-escalation skills

Ability to work flexible hours

Tools

IEX

eWFM

CMS

Avaya

Geotel

Job description

A leading Customer Experience company in Provo, Utah seeks a Workforce Management Lead to oversee forecasting, scheduling, and capacity planning. The role will enhance workflows and minimize client dissatisfaction. 2+ years of Contact Center WFM experience is required, alongside proficiency in tools like IEX and eWFM. Strong communication and multitasking skills are essential. The position offers strong leadership and opportunities for advancement.