About this role
Experienced Workforce Management professional with 3+ years in inbound call center operations, specializing in scheduling, forecasting, and real-time workforce optimization. Skilled in creating agent schedules, IDPs, and managing workforce data using tools like Verint WFO, eWFM, and IEX. Strong analytical mindset with advanced Excel capabilities to build reports, run scenarios, and drive operational efficiency. Proven ability to balance staffing requirements with business needs while effectively communicating with stakeholders. Adaptable, detail-oriented, and capable of managing multiple priorities independently in a dynamic environment.