WFM/WEM Consultant/ Workforce Management @ Newark,NJ(Onsite) on C2C/W2
Newark, New Jersey
Employer: Spruce Infotech
Industry:
Salary: Competitive
Job type: Full-Time
**Job Description:**
**Responsibilities:**
1. **Forecasting and Planning:**
- Develop accurate forecasts of contact volumes, including calls, emails, and chats, based on historical data, trends, and business drivers.
- Create staffing schedules to meet service level objectives while balancing efficiency and cost-effectiveness.
2. **Real-Time Monitoring and Adjustments:**
- Monitor contact center performance in real-time and make adjustments to staffing levels and schedules to address fluctuations in workload or unexpected events.
- Ensure optimal utilization of resources by making immediate decisions to maintain service levels.
3. **Performance Tracking and Analysis:**
- Track and analyze key performance indicators (KPIs) such as service level, response time, and agent adherence to schedule.
- Identify trends, patterns, and areas for improvement, and provide recommendations to management.
4. **Scheduling and Adherence Management:**
- Create and maintain agent schedules, taking into account agent preferences, skill levels, and business requirements.
- Monitor agent adherence to schedules and take corrective actions as needed to ensure compliance.
5. **Workforce Management System Administration:**
- Administer workforce management software and tools, including system configurations, data inputs, and reporting capabilities.
- Troubleshoot system issues and coordinate with IT or vendors for resolution.
6. **Process Improvement and Optimization:**
- Continuously evaluate and improve workforce management processes and methodologies to increase efficiency and effectiveness.
- Implement best practices and innovative solutions to enhance workforce planning and scheduling.
7. **Collaboration and Communication:**
- Collaborate with cross-functional teams including operations, human resources, and IT to align workforce management strategies with business objectives.
- Communicate effectively with stakeholders regarding staffing needs, scheduling changes, and performance metrics.
**Qualifications:**
- Bachelor's degree in Business Administration, Operations Management, or a related field.
- Proven experience in workforce management, preferably in a contact center environment.
- Strong analytical and mathematical skills, with the ability to interpret data and make data-driven decisions.
- Proficiency in workforce management software such as Verint, NICE, or Aspect.
- Excellent communication and interpersonal skills, with the ability to interact with stakeholders at all levels.
- Detail-oriented with strong organizational and time management skills.
- Ability to work independently and as part of a team in a fast-paced, dynamic environment.
- Certifications in workforce management or related fields are a plus.
**Responsibilities:**
1. **Forecasting and Planning:**
- Develop accurate forecasts of contact volumes, including calls, emails, and chats, based on historical data, trends, and business drivers.
- Create staffing schedules to meet service level objectives while balancing efficiency and cost-effectiveness.
2. **Real-Time Monitoring and Adjustments:**
- Monitor contact center performance in real-time and make adjustments to staffing levels and schedules to address fluctuations in workload or unexpected events.
- Ensure optimal utilization of resources by making immediate decisions to maintain service levels.
3. **Performance Tracking and Analysis:**
- Track and analyze key performance indicators (KPIs) such as service level, response time, and agent adherence to schedule.
- Identify trends, patterns, and areas for improvement, and provide recommendations to management.
4. **Scheduling and Adherence Management:**
- Create and maintain agent schedules, taking into account agent preferences, skill levels, and business requirements.
- Monitor agent adherence to schedules and take corrective actions as needed to ensure compliance.
5. **Workforce Management System Administration:**
- Administer workforce management software and tools, including system configurations, data inputs, and reporting capabilities.
- Troubleshoot system issues and coordinate with IT or vendors for resolution.
6. **Process Improvement and Optimization:**
- Continuously evaluate and improve workforce management processes and methodologies to increase efficiency and effectiveness.
- Implement best practices and innovative solutions to enhance workforce planning and scheduling.
7. **Collaboration and Communication:**
- Collaborate with cross-functional teams including operations, human resources, and IT to align workforce management strategies with business objectives.
- Communicate effectively with stakeholders regarding staffing needs, scheduling changes, and performance metrics.
**Qualifications:**
- Bachelor's degree in Business Administration, Operations Management, or a related field.
- Proven experience in workforce management, preferably in a contact center environment.
- Strong analytical and mathematical skills, with the ability to interpret data and make data-driven decisions.
- Proficiency in workforce management software such as Verint, NICE, or Aspect.
- Excellent communication and interpersonal skills, with the ability to interact with stakeholders at all levels.
- Detail-oriented with strong organizational and time management skills.
- Ability to work independently and as part of a team in a fast-paced, dynamic environment.
- Certifications in workforce management or related fields are a plus.
Created: 2024-08-27
Reference: 34146
Country: United States
State: New Jersey
City: Newark
ZIP: 07103