Enable America Jobs

Description:

We are seeking a highly motivated and detail-oriented Workforce Optimization Specialist to join our dynamic contact center team. The Workforce Optimization Specialist plays a critical role in ensuring the smooth operation of our contact center by administering workforce management, scheduling, configuring the contact center’s omnichannel communications platform, performance analysis and reporting, and providing first-level technical support. You will be a problem-solver with a keen eye for detail and a desire to continuously improve our agent experience and customer service delivery.

o Utilize NICE CXOne WFM (or similar software) to forecast call volume, create and maintain agent schedules, and ensure adherence to service level agreements (SLAs).

o Analyze staffing needs and recommend adjustments to optimize agent utilization and customer wait times.

o Manage agent time off requests and ensure adequate staffing levels are maintained.

CXOne Platform Configuration:

o Maintain and configure the CXOne communications platform to meet evolving business needs and agent requirements.

o Troubleshoot basic system issues and escalate complex problems to IT support.

o Stay up to date on CXOne, IVR, and contact center best practices.

Performance Analysis & Reporting:

o Develop and maintain reports to track key performance indicators (KPIs) such as call volume, handle time, customer satisfaction, and agent adherence.

o Analyze performance data to identify trends, areas for improvement, and opportunities for coaching and development.

o Prepare reports for management, highlighting key metrics and insights.

First-Level Technical Support:

o Provide first-line technical troubleshooting for agents experiencing issues with the CXOne platform or other contact center technology.

o Document and escalate complex technical issues to IT support.

o Maintain a knowledge base for frequently encountered issues and solutions.

Top Skills Details:

• Workforce Management Software

• NICE CXOne WFM preferred

Additional Skills & Qualifications:

• Minimum 2-3 years of experience in a contact center or related business operations environment

• Strong understanding of contact center operations and best practices

• Proven experience with workforce management (WFM) software and scheduling principles

• Experience working with a communications platform like CXOne (a plus)

• Excellent analytical and problem-solving skills with a data-driven approach

• Strong communication, interpersonal, and organizational skills

• Proficient in Microsoft Office Suite and comfortable learning new software programs

• Ability to work independently, manage multiple priorities, and meet deadlines in a fast-paced environment

Experience Level:

Intermediate Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.