Minimum of 2 years of call center experience. At least 2 years of workforce management experience (preferably scheduling) in a multi-site, multi-channel contact center that utilized workforce management software.
Above average proficiency in MS Excel.
Strong analytical skills.
Well developed sense of urgency and follow through.
Strong written and oral communication skills that can be demonstrated through the use of email, chat, and all other forms of media channels.
Ability to handle multiple projects under pressure.
Ability to work flexible hours as needed.
Strong interpersonal skills, presentation skills, and ability to work productively with all levels in an organization.
Knowledge of contact center solutions preferred. (eWFM (PREFFERED), IEX, Aspect, Blue Pumpkin, Avaya, CMS Supervisor)
Ability to develop and maintain professional working relationships with co-workers and peers.
Ability to maintain highly confidential information.
Ability to adhere to the highest ethical standards including honesty, integrity, dedication and leadership.
Maintain acceptable level of job discretion. Performance is evaluated against the ability to make judgment calls, the ability to make sound decision, a desire to make decisions, displaying a heightened level of accountability, demonstrating a sense of responsibility, confidentiality and professionalism.
Maintain acceptable level of teamwork by incorporating a positive attitude, being supportive in words and actions, embodying our core values and behaviors, and communicating with all levels both within the existing team & anyone outside the direct reporting structure.
Maintain confidentiality and adhere to all privacy and security policies.
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