About the role
- Proficiency in workforce management software, forecasting tools, and analytics platforms (e.g., WFM systems, Excel, Power BI, Tableau, etc.)
- Strong analytical skills with the ability to interpret data, analyze trends, and draw actionable insights
- Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders
- Proven leadership abilities, including the ability to motivate, coach, and develop team members
- Strong organizational skills with the ability to manage multiple priorities and deadlines in a fast-paced environment
- Detail-oriented mindset with a focus on accuracy and precision in all aspects of work
- Knowledge of contact center operations, customer service principles, and industry standards is a plus