Seasonal, Workforce Specialist

About the Role

As a seasonal Workforce Specialist, you will play a critical role in ensuring smooth call center operations by monitoring real-time call traffic and workforce activity. You’llbe responsible for reallocating resources as needed, coordinating communications, and analyzing operational impacts. You will also keep Operations informed of any disruptions or performance shifts.

Day to day, you'll...

Optimize call center staffing by continuously monitoring resource availability, employee activity, and performance thresholds to enable timely support and effective resource reallocation

Leverage intraday reporting tools and processes to manage the distribution of customer contacts across multiple service sites and teams, ensuring alignment with business, customer, and vendor performance targets