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Strong employer brand plus mid-level generalist experience increases candidate density.
Role requires specialized contact-center WFM skills, limiting cross-industry transferability.
Explicit years required plus mandatory WFM tool experience and contact-center domain knowledge.
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Develop and deliver accurate short-term forecasts and create optimal daily and weekly schedules based on forecast plans and events to meet service level goals.
Manage event and calendar planning, schedule changes, shift and vacation bid management, associate readiness, and WFM system updates to support contact center operations.
Lead and advise on complex operational projects, including design, development and implementation of products, systems, and processes within the contact center environment.
3+ years of direct contact center experience with working knowledge of Workforce Management (WFM) roles, methods, and tools.
2+ years of prior WFM experience (3-5 years highly preferred).
Experience with WFM scheduling tools such as Genesys or IEX.
Bachelor’s degree or equivalent combination of education and experience.
Experienced in contact center forecasting, scheduling, event planning, and knowledge of dynamic call routing models impacting headcount.
Proficient in using WFM tools, maintaining schedules, and managing special initiatives within larger or multiple sites.
Capable of leading teams or projects with strong operational knowledge, analytical skills, and ability to balance service goals with associate needs.