Why consider this job opportunity
* competitive compensation with performance-based bonuses and equity options for eligible roles
* opportunity for career advancement and rapid professional development in a high-growth environment
* flexible remote work model that accommodates diverse needs
* comprehensive health and parental leave plans, along with a professional development stipend
* chance to make a meaningful impact on global industries and sustainability efforts
* supportive and collaborative team culture that values inclusivity and success
what to expect (job responsibilities)
* create and optimize weekly/monthly schedules for agents to ensure adequate coverage and meet service level targets
* process and manage requests for paid time off (pto), sick leave, and other absences in accordance with company policy
* administer and manage shift bid processes and schedule swaps to maintain operational goals
* monitor and report on agent schedule adherence, providing data for coaching opportunities
* champion and embody the company's cultural principles as the organization scales globally
what is required (qualifications)
* bachelor's or associate degree in a related field or equivalent experience
* 2+ years of workforce management experience in a scheduling role within a contact center
* previous experience working with wfm tools (e.g., nice/iex, aspect, verint, assembled)
* solid understanding of contact center terminology and kpis (e.g., service level, aht, shrinkage, occupancy)
* intermediate-level experience in microsoft excel/google sheets
how to stand out (preferred qualifications)
* experience in analyzing and summarizing data, as well as presenting reports and forecasts to stakeholders
we prioritize candidate privacy and champion equal‐opportunity employment. Central to our mission is our partnership with companies that share this commitment. We aim to foster a fair, transparent, and secure hiring environment for all.
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