FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in workforce management, including real-time monitoring, data analysis, and scheduling adjustments to meet performance targets. Proficient in utilizing workforce management systems and Microsoft Excel to drive operational efficiency and enhance service levels.
Highest-signal resume keywords
Workforce Management ExperienceData-Driven AnalysisMicrosoft Excel ProficiencyCall Center ExperienceStrong Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Workforce Management SystemsData AnalysisScheduling Tool ManagementAutomatic Call DistributionACD Reporting Tools
Soft Skills
Time ManagementOrganizational SkillsFlexibilityAdaptabilityCollaboration
Tools & Technologies
AspectIEXMicrosoft Office
Industry Keywords
Service Level AgreementsReal-Time AdherenceOccupancy MonitoringCustomer Care LeadershipAttendance Management
About the role
Key responsibilities & impact- Execute the WFM intraday playbook to deliver on planned performance targets and service level agreements
- Monitor real-time adherence to schedules for care center associates, including outages, staff shortages, and unplanned events
- Identify root causes of service level and occupancy failures using data-driven analysis
- Track, update, and maintain real-time agent activities in the scheduling tool
- Monitor, action, and report on intraday service level and occupancy
- Partner with Customer Care leadership to address schedule deviations
- Field and evaluate real-time requests for offline activities based on staffing position and business needs
- Make real-time adjustments to Automatic Call Distribution and/or Customer Relationship Management profiles
- Manage the associate call-in line or WFM mailbox and update schedules to reflect attendance events
- Attend and/or lead daily and weekly staffing review meetings
- Stay current on internal policies, procedures, and WFM best practices
- Communicate with internal and external stakeholders
- Perform additional duties and assignments as directed
Requirements
What you’ll need- 3+ years of call center experience or 2+ years of workforce management experience required
- Experience with workforce management systems such as Aspect, IEX, or other systems
- Proficiency in Microsoft Excel and other MS Office applications
- Strong analytical skills with the ability to identify trends and act on data insights
- Excellent time management, organizational, and prioritization skills
- Ability to work independently and collaboratively in a fast-paced, high-pressure environment
- Strong written and verbal communication skills
- Demonstrated flexibility and adaptability to changing business needs
- Ability to interact effectively with all levels of the organization
- Regular, punctual, and consistent attendance is required
- Bachelor’s degree preferred or equivalent work experience
- Previous experience with ACD reporting tools is a plus
Benefits
Comp & perks- Medical/Vision, Dental, Retirement and Paid Time Away
- Life Insurance and Disability
- Merchandise Discount and EAP Resources
- Performance-based incentives/bonuses may be eligible
- 401k
- Medical/vision/dental/life/disability insurance options
- PTO accruals
- Holidays