Job Description
📋 Description Build and maintain optimized, multi-department schedules across contact channels. Interpret performance signals and intraday data to drive strategic staffing decisions. Facilitate performance reviews with leaders; identify root causes and drive corrective actions. Manage queue and routing changes to align staffing with demand and maintain service levels. Design and improve WFM automation, dashboards, and reporting using AI tools. Communicate staffing impacts and insights to stakeholders; drive data-driven decisions. 🎯 Requirements 7-8+ years of contact center WFM experience (scheduling, intraday, reporting). AI fluency; experience operationalizing AI tools in WFM or CC context; building automations. Strong analytical and data visualization skills; dashboard development. Experience with WFM platforms and rapid adoption of new tools. Excellent judgment, communication, and problem-solving; translate data into actionable Leadership and accountability across a team; drive results and ownership of outcomes. 🎁 Benefits Competitive base pay, benefits, and equity (RSUs). Total Rewards philosophy and clear career progression.
