Senior Associate, Workforce Management Capacity Planning

Employer Industry: E-commerce

Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Competitive pay with bonuses offered
- Comprehensive benefits package
- Chance to work with a collaborative and supportive team
- Opportunity to make a positive impact on customer service and satisfaction

What to Expect (Job Responsibilities):
- Own all aspects of capacity planning in near and long term, including maintaining and improving predictive staffing model
- Collaborate with real-time monitoring and scheduling to ensure excellent schedule efficiency
- Become a Subject Matter Expert for WFM software solutions like Verint
- Stay up-to-date with industry trends and best practices in workforce management
- Generate regular updates and retrospectives on SLA/occupancy performance

What is Required (Qualifications):
- Bachelor’s degree in Business, Mathematics, Engineering, Economics, Actuarial Science, or Finance
- 3+ years of experience in workforce management, sales enablement, project/program management, or similar roles
- Experience with scheduling, capacity planning, or real-time monitoring of multi-geo omni channel contact centers
- High level proficiency in Excel/Sheets with proven technical ability
- Outstanding verbal and written communication skills

How to Stand Out (Preferred Qualifications):
- Experience with WFM software solutions like Verint, Alavaria, and Nice
- Data interpretation skills
- Strong problem-solving skills
- Passion for working collaboratively across functions
- Ability to synthesize insights from data analysis

#Ecommerce #WorkforceManagement #CareerOpportunity #CompetitivePay #DataAnalysis

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