Job Description
Job Description:
Manages and oversees the implementation of short-term activities within the team. Decisions are of an operational nature within a defined scope. Positions on this level delivers their share of professional responsibilities focusing on professional excellence. Typically manages a team of Individual Contributor co-workers
Required Qualifications:
- Bachelor's degree in a related field.
- 1–4 years of experience in Workforce Management (WFM), Reporting, Scheduling, Forecasting, or Contact Center Operations.
- Current or former Reports Analyst, Reports Supervisor, WFM Analyst, or Team Lead (must )
- Experience in a BPO/contact center environment.
- Knowledge of WFM tools (e.g., Verint, NICE, Aspect, Genesys).
- Strong Excel, reporting, and data analysis skills.
- Experience managing staffing, scheduling, forecasting, and workforce planning.
- Leadership or team management experience is an advantag...