Summary from listing
The Workforce Management Specialist monitors call-center queues and performance data, generates and adjusts schedules, manages overtime and voluntary time off, tracks system issues and outages, audits phone and chat representative skills, and produces intraday, end-of-day, and business-unit reports. The role supports management with planning models and performance recommendations, requires Genesys Cloud or CMS Avaya Supervisor experience, and reports to an Assistant Manager.
