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Tier-1 bank, mid-level generalist contact-center WFM role, and common skills drive high competition.
Role requires contact-center and WFM domain experience, limiting cross-industry transferability.
Explicit years, mandatory WFM and contact-center experience enforce strict filters.
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Support Sr. Operations Consultant in delivering efficient operations and high-touch service model.
Make key decisions on forecasting, scheduling, and event planning to meet service level goals.
Form strategic relationships to balance resource allocation, associate needs, and improve client experience, impacting metrics like Client Satisfaction, Service Level Attainment, and Associate Productivity.
2+ years direct contact center experience and working knowledge of WFM tools (e.g., NICE IEX, OBI).
1+ year prior WFM experience required, 2-3 years preferred.
BS/BA degree or equivalent education and experience required.
Strong business, operational, procedural knowledge of call centers mandatory.
Experienced in call center forecasting, agent scheduling, and event planning within contact centers.
Capable of advising on complex operational projects, process improvements, and implementation strategies.
Demonstrates strong organizational, communication, and analytical skills aligned with managing operational teams and delivering business results.
