Workforce Support Specialist

📋 Description

• Work with global teams to create and validate schedules to meet service levels
• Collaborate with the global workforce optimization team to improve performance
• Balance workload and staffing from a short-term perspective
• Optimize schedules via capacity analysis considering contact volume
• Monitor staffing levels and identify deficiencies
• Monitor real-time SLAs and update the global team on performance drivers

🎯 Requirements

• Fluent in English
• Hands-on CCaaS experience, preferably Talkdesk
• Knowledge of call center metrics and IVR
• Strong Microsoft Excel skills
• Excellent communication skills
• Ability to manage large volumes of information and respond swiftly

🎁 Benefits

• Health insurance for the family; flexible work environment
• Extra days off, sabbatical, and community days
• Training opportunities and free Udemy access
• Flexible benefits program