Key skills
Communication
About this role
Role Overview
- Serve as both a strategic partner and hands‑on expert in real-time operations
- Monitor network-wide intraday performance
- Proactively identify risks and execute mitigation strategies that stabilize service levels across multiple centers
- Act as an informal leader supporting the design, implementation, and continuous improvement of command center processes
- Coach analysts and connect insights across WFM, Operations, and cross‑functional partners to drive effective decision-making
- Shape standard practices while ensuring daily intraday execution runs smoothly
Requirements
- Bachelor’s degree OR 4 years of related experience may be substituted in lieu of degree
- 6 years of experience in workforce management planning within a contact or claims center environment
- Advanced knowledge and application of data analysis tools, telecommunications tools, and contact center routing systems
- Advanced knowledge and experience with workforce management tools and/or software such as NICE IEX
- Demonstrated relationship skills, verbal and written communication and ability to identify root cause / solutions
- Advanced knowledge and application of Microsoft Office software tools to include Word, Excel, PowerPoint
Benefits
- comprehensive medical, dental and vision plans
- 401(k)
- pension
- life insurance
- parental benefits
- adoption assistance
- paid time off program with paid holidays plus 16 paid volunteer hours
- various wellness programs
- career path planning and continuing education