Back to jobs
Job Description
Service Desk Proficient
Requirements
Must have:
- 1 Year experience in WFM, preferably in contact centers with at least 12 employees.
- Experience with WFM software (scheduling, performance tracking, reporting)
- Experience learning various technical/analytical tools; high aptitude for learning
- Advanced Excel skills (e.g., formulas, pivot tables, graphing, data connections, automation using macros)
- Effective written- and oral- communication skills
- Strong Knowledge Windows Front-End Environment (win 10)
- Strong Ticketing System Tool Knowledge (Remedy, HP Service Manager, Service Now, etc.)
- Strong ITIL Knowledge (Incident Management and Service Request)
- Strong ITIL Knowledge (Problem Management and Change Management)
- Systems or Electrical Engineer Bachelor degree, or +1.5 plus years relevant work experience.
Responsibilities
- Design customized schedules for accounts
- Design ideal schedules that guarantee agents being present at appropriate times so coverage is ensured
- Optimize the workforce in order to satisfy targets and metrics
- Forecast workload so internal customers have a standpoint of upcoming periods
- Create plan to establish schedules or improve the account performance
- Evaluate staff coverage.
Required Languages
English Advanced 80- 95%