About the Company
Alorica is a global leader in customer experience solutions, specializing in business process outsourcing (BPO). We deliver a complete portfolio of world-class CX capabilities, including customer care, sales, and technical support, across a range of industries. Our innovative solutions are designed to create ridiculously great experiences for customers and employees alike, fostering growth and efficiency for our partners. With a vast global footprint and a commitment to diversity and inclusion, Alorica empowers a dynamic workforce to excel in a fast-paced and evolving environment.
Job Description
We are seeking a highly organized and analytical Remote Workforce Management Specialist with a primary focus on scheduling to join our dynamic team. In this 100% remote role, you will be instrumental in optimizing our contact center operations by developing and maintaining efficient agent schedules. Leveraging advanced WFM tools and methodologies, you will ensure optimal staffing levels to meet service targets, manage adherence, and contribute to a seamless customer experience. This role requires a keen eye for detail, strong analytical capabilities, and excellent communication skills to collaborate with various stakeholders across our remote workforce.
Key Responsibilities
- Develop, implement, and maintain agent schedules for multiple contact center programs, ensuring optimal coverage and adherence to service level agreements (SLAs).
- Utilize Workforce Management (WFM) software (e.g., NICE WFM, Verint, Aspect) to forecast call volumes, handle times, and staffing requirements.
- Monitor real-time performance and make proactive adjustments to schedules, breaks, and lunches to minimize service impacts.
- Process time-off requests, shift swaps, and other schedule modifications in accordance with company policies and operational needs.
- Collaborate with operations managers and team leads to understand business needs and translate them into effective scheduling strategies.
- Generate and analyze WFM reports on key metrics such as adherence, occupancy, utilization, and shrinkage, identifying trends and opportunities for improvement.
- Participate in daily, weekly, and monthly WFM meetings, providing insights and recommendations based on scheduling data.
- Assist with planning for new programs, staffing ramp-ups, and holiday schedules.
- Maintain a strong understanding of contact center dynamics and best practices in workforce management.
Required Skills
- 2+ years of experience in Workforce Management, specifically with a strong scheduling focus, in a contact center environment.
- Proficiency with WFM software (e.g., NICE WFM, Verint, Aspect, Five9 WFM).
- Advanced Microsoft Excel skills (pivot tables, VLOOKUPs, data analysis).
- Strong analytical and problem-solving abilities.
- Excellent communication and interpersonal skills, capable of working effectively in a remote team setting.
- Demonstrated ability to manage multiple priorities and meet deadlines in a fast-paced environment.
- High attention to detail and accuracy.
Preferred Qualifications
- Bachelor's degree in Business Administration, Operations Management, or a related field.
- Experience with remote workforce management strategies and challenges.
- WFM certification (e.g., NICE WFM Certified, Verint WFM Certified).
- Familiarity with Google Workspace applications.
- Project management experience in a WFM context.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Paid time off and company holidays.
- 401(k) retirement plan with company match.
- Opportunities for career advancement and professional development.
- Employee assistance program (EAP).
- 100% remote work flexibility.
- Access to a global network of colleagues and resources.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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