Workforce Management Associate - Customer Experience Center

Sky Command Center WFM-Associate-Customer Experience Center-Contact Centre Inbound

The Sky Command Center WFM-Associate is responsible for managing and optimizing the workforce within our Customer Experience Center. This role is crucial in ensuring that our contact center operates efficiently and effectively, meeting business demands and providing an exceptional level of service to our customers. The WFM-Associate will work closely with various teams to forecast workload, create schedules, and monitor performance, ultimately contributing to the overall success of the organization.

• Forecast workload and create accurate staffing schedules to align with business needs and customer demand.
• Utilize real-time monitoring and intraday management techniques to ensure optimal performance and service levels.
• Generate and analyze reports on key performance indicators (KPIs) to identify areas for improvement and make data-driven decisions.
• Manage attendance and ensure compliance with attendance policies, addressing any discrepancies promptly.
• Collaborate with team leads and supervisors to understand business requirements and adjust staffing plans accordingly.
• Implement and maintain effective workforce management strategies to reduce labor costs and improve operational efficiency.
• Stay updated on industry trends and best practices in workforce management to enhance our processes.
• Provide regular performance feedback to team members and offer guidance for improvement.
• Conduct training sessions and knowledge-sharing workshops to enhance the skills of the contact center team.
• Ensure compliance with all relevant regulations and policies, maintaining a safe and secure work environment.

• Bachelor's degree in Business Administration, Human Resources, or a related field is preferred.
• Minimum 2 years of experience in a workforce management or contact center environment.
• Strong analytical skills and proficiency in using workforce management software and tools.
• Excellent communication and interpersonal skills, with the ability to build positive relationships.
• Proven ability to work independently and manage multiple tasks simultaneously.
• Proficiency in Microsoft Office suite, particularly Excel and PowerPoint.
• Knowledge of industry-specific regulations and compliance standards is an asset.
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
• Strong problem-solving skills and a proactive approach to identifying and resolving issues.
• A customer-centric mindset and a passion for delivering exceptional customer experiences.

Experience Level

Mid Level