WFM Lead

Monitor real-time contact center performance metrics, including call volume, queue times, agent availability, and service level.

Make adjustments to agent schedules and assignments to address changing call volume and staffing requirements.

Collaborate closely with Operations to ensure optimal staffing levels and schedule adherence.

Generate and distribute real-time performance reports, highlighting trends, anomalies, and opportunities for improvement.

Identify and communicate potential bottlenecks or issues that could impact service delivery or customer experience.

Assist in the development and implementation of strategies to improve contact center efficiency and performance.

Utilize workforce management software and other tools to track, analyze, and report on key performance indicators.

Participate in meetings and discussions related to fore...