Required Skills and Experience

• 5+ years of workforce management experience in call-center setting, including reporting and analytics
• Previous experience with IEX Workforce Management or similar workforce management platforms (AWS or Avaya)
• Demonstrated proficiency in advanced Microsoft Excel and Microsoft Access (VB and SQL skills a plus).
• Demonstrated understanding of call center operations and workforce management practices, including intraday management, staffing, and performance reporting.
• Strong written and verbal communication skills for collaboration with operational and business partners.
• Analytical and problem‑solving skills with the ability to quickly identify trends, issues, and potential solutions.
• Flexibility to adapt in a dynamic call center environment while maintaining a professional, collaborative approach.
• Demonstrated conflict‑management and stakeholder‑engagement skills.

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