Workforce Management Specialist
LTCPartners | Portsmouth, NH
LTC Partners is currently seeking a Workforce Management Specialist. The “Workforce Management Specialist, Contact Center” is primarily responsible for maintaining schedules and monitoring real time performance across all locations and lines of business. Additionally, they will participate as part of a cross-trained Operations team to assist with generation of data, reports and assisting with IVR / VCC configurations as needed.
Required: HS or equivalent; Previous 1+ year experience in contact center industry / environment; Must possess excellent organizational and communication/escalation skills; Experience with Excel (pivot tables and data manipulation); Must be able to work independently, as well as work as part of a team; Must possess a high degree of tact, diplomacy and professionalism when dealing with co-workers and potential clients; Ability to work under pressure in a high call volume call center; Must uphold confidentiality.
Preferred: Previous 1+ year experience in scheduling/workforce management; Experience with NICE IEX Workforce Management and/or Genesys Premier VCC/ACD (or similar enterprise class software); Ability to identify trends and clearly communicate findings for review; Must have excellent interpersonal, telephone, and written communication skills; Ability to multi-task and handle additional responsibility as well as adapt quickly to changing priorities; Excellent attention to detail; Strong mathematical, analytical, and organization skills and problem-solving skills; Ability to multi-task; Ability to implement call center best practices and serve as a role model for the call center agents; Ability to implement policies and standards aligned with the goals of the department.
LTC Partners is an equal opportunity employer. Our company is a Vietnam Era Veterans' Readjustment Assistance Act (VEVRAA) federal contractor and committed to hiring veterans.