Job Description:

RESPONSIBILITIES:

Kforce has a client that is seeking a Workforce Optimization Specialist in Junio Beach, FL.

Summary:
We are seeking a highly motivated and detail-oriented Workforce Optimization Specialist to join our dynamic contact center team. The Workforce Optimization Specialist plays a critical role in ensuring the smooth operation of our contact center by administering workforce management, scheduling, configuring the contact center's omnichannel communications platform, performance analysis and reporting, and providing first-level technical support. You will be a problem-solver with a keen eye for detail and a desire to continuously improve our agent experience and customer service delivery.

Responsibilities:
Workforce Management & Scheduling:

• Utilize NICE CXOne WFM (or similar software) to forecast call volume, create and maintain agent schedules, and ensure adherence to service level agreements (SLAs)


• Analyze staffing needs and recommend adjustments to optimize agent utilization and customer wait times


• Manage agent time off requests and ensure adequate staffing levels are maintained

CXOne Platform Configuration:

• Maintain and configure the CXOne communications platform to meet evolving business needs and agent requirements


• Troubleshoot basic system issues and escalate complex problems to IT support


• Stay up to date on CXOne, IVR, and contact center best practices

Performance Analysis & Reporting:

• Develop and maintain reports to track key performance indicators (KPIs) such as call volume, handle time, customer satisfaction, and agent adherence


• Analyze performance data to identify trends, areas for improvement, and opportunities for coaching and development


• Prepare reports for management, highlighting key metrics and insights

First-Level Technical Support:

• Provide first-line technical troubleshooting for agents experiencing issues with the CXOne platform or other contact center technology

REQUIREMENTS:

• Minimum 2-3 years of experience in a contact center or related business operations environment


• Strong understanding of contact center operations and best practices


• Proven experience with workforce management (WFM) software and scheduling principles


• Experience working with a communications platform like CXOne (a plus)


• Excellent analytical and problem-solving skills with a data-driven approach


• Strong communication, interpersonal, and organizational skills


• Proficient in Microsoft Office Suite and comfortable learning new software programs


• Ability to work independently, manage multiple priorities, and meet deadlines in a fast-paced environment

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless
and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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