The HT Group is hiring for a Workforce Management Specialist with expertise in customer satisfaction and call center operations. This role will play a pivotal part in driving the success of a high-energy team in a fast-paced, results-driven environment.
Position Type: Full-time
Location: Minnetonka. MN
Responsibilities:
• Utilize call center software for efficient scheduling, time tracking, and reporting to ensure smooth operations and accurate data.
• Oversee staff training on systems, processes, and performance expectations to enhance agent productivity.
• Generate and analyze reports (e.g., average handle time, service levels, call abandonment) to drive continuous improvement.
• Analyze historical data to forecast call volume trends and create optimized schedules, ensuring peak-time coverage while minimizing overtime and idle time.
• Adjust staffing levels or schedules as needed to maintain service level agreements (SLAs) and meet customer satisfaction goals.
Required:
• In-depth knowledge of call center performance metrics, including service levels, occupancy rates, and adherence.
• Skilled in using Calabrio software to optimize operations.
• Strong analytical and troubleshooting skills, with a proven track record of handling intricate scheduling challenges.
• Meticulous attention to detail, committed to ensuring accuracy, optimizing efficiency, and driving ongoing improvements.
• Quick ability to adapt to shifting priorities and thrive in dynamic, fast-paced work environments.
• Excellent communication abilities, with a talent for working collaboratively across various teams.
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