Milestone Technologies, Inc.

  • Workforce Management (WFM) Lead

    Job ID
    # of Openings
    Hire Type
    Regular Full-Time
    Job Category
    Help Desk / Call Center
  • Overview

    This role is directly responsible for scheduling, real time adherence, forecasting, reporting, shift bids, and managing agent staffing to client delivered volumes. The scope includes, but is not limited to, analyzing and presenting data to meet daily, weekly, and monthly reporting schedules, ensuring compliance with internal policies for scheduling, and consulting management on appropriate resource levels for various services to meet client required service levels.


    Performance expectations demand experienced and functional knowledge of contact center operations, subject matter expertise in workforce management metric optimization, and collaborative approach to accomplish daily task-work in distributed environment. Success requires detailed time management, resilience to overcome obstacles, and communication skills to convey complex information in straightforward style.


    • Recommend and support management of intra-day staffing levels with workforce management data analysis techniques and call volume history to determine the most effective methods for staffing adjustments
    • Utilize call center tools to observe agents actual state compared to agents scheduled state and manage real-time inbound call traffic (as needed) to help ensure that service levels are met
    • Lead a team that includes RTA specialists, Scheduling and Forecasting
    • Gain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to management in scheduled reports, dashboards and monthly packages.
    • Prepare ad hoc analysis that enables strong understanding of the business and provide training on report, dashboard and package development to team members and management as needed
    • Develop processes, procedures, and methodologies for accurate and timely forecasts that can be used for short and long-term budget and staff/capacity planning, with both detail and executive review levels.


    Essential Qualifications

    The WFM Lead will have the following qualifications:

    • 2+ years’ experience with and in-depth knowledge of best practices in the use of call center related applications such as workforce and switch monitoring applications including NICE, Verint, IEX, Aspect, Calibrio or others.

    Preferred Qualifications

    • BA/BS in a related or quantitative field of study and 5+years of experience or 8+ years of equivalent experience, including 2+ years of experience in the call center industry
    • Demonstrated ability to successfully deliver in a fast-paced environment while focusing on more than one task at the same time is a requirement
    • Experience with complex qualitative and quantitative statistical analysis, data visualization, and consulting/reporting management with analytics


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