WFM Administrator

• Oversees and supports all operational aspects of workforce management within the contact center.
• Facilitates and monitors workforce planning activities, including staffing, scheduling, forecasting, and adherence to policies and procedures.
• Administers and supports WFM systems and related operational tools.
• Monitors contact center quality initiatives and support system implementations.
• Assists in the implementation and execution of training programs as needed.
• Generates and analyzes workforce reports to support operational decision-making.
• Identifies opportunities for process improvements and operational efficiencies.
• Supports multiple contact center operations when required.
• Works independently while following established standards, procedures, and guidelines.
• Shares best practices and develops effective solutions to operational challenges.
• May guide junior team members and assist in setting day-to-...

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