Call Center Workforce Management Supervisor
American Automobile Association(11 days ago)
About this role
The Call Center Workforce Management Supervisor oversees forecasting, scheduling, and staffing in call center operations. The role involves analyzing traffic trends, optimizing schedules, and managing software tools to improve productivity and service levels. It requires leadership, data analysis, and operational expertise within a call center environment.
Required Skills
- forecasting
- Scheduling
- Data Analysis
- Workforce Management
- ACD
- Staffing
- Excel
- Leadership
- Analytics
- Software Support
Qualifications
- BS or equivalent experience
- 4-6 years call center data analysis
- Knowledge of workforce management software
- Leadership capabilities
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