At least 2 years of workforce management, scheduling, or contact center operations experience, or equivalent combination of experience and education.
Proficiency with Microsoft Office Suite, particularly Excel, for data analysis and reporting.
Proficiency with or the ability to quickly learn workforce management (WFM) software (e.g., Calabrio, Verint, Aspect, or similar) and ACD/reporting systems.
Demonstrated ability to meticulously review and analyze information, identifying errors or inconsistencies to maintain high levels of accuracy.
Proven ability to analyze and optimize complex processes to achieve operational excellence.
Ability to maintain a seated or standing position for extended durations.
Able to navigate and access all facilities.
Close vision for computer-related tasks.
Capability to lift 15 pounds periodically.
