Industry: Workforce Management Software Company

Why consider this job opportunity:
- Competitive pay and bonus structure
- Generous job benefits package
- Opportunities for career advancement within the company
- Positive work environment and company culture
- Standout feature: Utilization of data analysis and statistics to solve strategic and real-time problems

What to Expect (Job Responsibilities):
- Conduct ongoing root cause analysis of service level agreement (SLA), staffing, and other relevant metric failures to drive process improvements
- Develop and maintain user profiles and IDs for customer service representatives in the ACD and Contact Management systems
- Create schedules that consistently achieve service level commitments
- Provide training on workforce management software, procedures, and statistical data
- Configure and maintain scheduling inputs within the workforce management system

What is Required (Qualifications):
- Strong analytical skills
- Proficiency in data analysis and statistics
- Experience in workforce management or a related field (number of years not specified)

How to Stand Out (Preferred Qualifications):
- Certification in workforce management
- Experience with root cause analysis
- Proficiency in WFM software systems

#WorkforceManagement #DataAnalysis #ProcessImprovement #CustomerService #AnalyticalSkills

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