Workforce Support Specialist

📋 Description

• Create and validate schedules with global teams to meet SLAs.
• Collaborate with the global WFM team to improve performance.
• Balance workload and staffing in the short term.
• Optimize schedules via capacity analysis and forecast factors.
• Monitor real-time SLAs and report performance drivers.
• Manage CCaaS settings (Talkdesk): provisioning, skills, routing.

🎯 Requirements

• Fluent in English.
• CCaaS experience, preferably Talkdesk (admin and routing).
• Basic understanding of call center metrics, IVR, and incident response.
• Strong Microsoft Excel skills.
• Excellent communication skills.
• Flexible schedule; evenings/weekends/holidays for global team.

🎁 Benefits

• Health insurance for you and family.
• Extra days off, sabbatical, and community days.
• Training opportunities and free Udemy access.
• Flexible benefits program.