Main Responsibilities:
The Workforce Management Specialist is responsible for ensuring the effective management of workforce resources in an outbound sales environment. This role involves forecasting, scheduling, and real-time monitoring to optimize staffing levels, meet sales targets, and maintain operational efficiency
- Analyze historical call and sales data to predict future call patterns and sales cycles.
- Develop accurate forecasts for leads, sales targets, and other key metrics.
- Prepare long-term and short-term staffing plans to meet service level and sales targets.
- Create and maintain agent schedules to ensure optimal coverage for sales campaigns.
- Optimize shift patterns, breaks, and time-off requests to balance workload and team member satisfaction.
- Coordinate with HR and sales management for recruitment and training schedules.
- Monitor real-time call center performance and make adjustments to staffing as needed.
- Manage call queue, agent adherence to schedules, and real-time sales performance.
- Address and resolve real-time issues such as agent absenteeism and adherence to schedule.
- Generate and analyze performance reports, including adherence, occupancy, and sales conversion rates.
- Track and report key metrics to management regularly.
- Utilize workforce management software and tools effectively.
- Maintain and update the workforce management system with accurate data.
- Ensure all technology and tools are optimized for performance management.
- Work closely with call center supervisors, sales managers, and campaign leaders to understand operational and sales needs.
- Liaise with IT and system administrators for technical support and system updates.
- Communicate effectively with operations leaders and agents to inform them of schedule changes, campaign updates, and performance expectations.
Qualifications:
- Minimum of 2 years experience in call center workforce management or a similar role, preferably in an outbound sales environment.
- Proficiency in workforce management software (e.g., NICE, Verint, CMS).
- Experience with data analysis tools (e.g., Excel, SQL).
- Strong analytical skills with the ability to interpret data and make data-driven decisions.
- Excellent organizational and time management skills.
- Strong communication and interpersonal skills.
- Ability to work in a fast-paced, dynamic environment.
- Knowledge of call center operations and best practices, with a focus on outbound sales.
How we work:
- 100% remote role
- US EST working hours
- Contractor’s agreement
This list is not exhausted and additional responsibilities can be added at any time according to the needs of the business operations. Should the company add more responsibilities the trainer will be informed in a timely manner & added to the job specification.
