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26 days ago
Requirements and responsibilities
The Workforce Management Team is the heart of Operations, ensuring the effective real-time and intraday management of resources to maintain the desired service level for incoming contacts. This role is pivotal in monitoring service levels, call center activity, and agent availability, and may also support Liveops clients with Call Forecasting, Scheduling, Pooling/Routing, Analytics, and Agent Need-Capacity Planning.The Purpose of Your RoleThe Workforce Management Associate role possesses a highly developed attention to detail, deep problem-solving skills, the ability to adapt quickly and learn on the job, while juggling multiple responsibilities and still delivering top notch results in a fast-paced environment.The Qualifications We’re Looking ForHigh School Diploma or GED equivalent1+ years of contact center operations, workforce management, or real-time monitoring experience.Familiarity with contact center systems (ACD, WFM Scheduling) and metrics (Service Level, AHT, utilization, shrinkage).Strong analytical and Excel skills, including advanced formulas and the ability to summarize complex data.Excellent oral and written communication skills with the ability to manage diverse stakeholders.Strong organizational skills with the ability to manage and prioritize multiple tasks.The Competencies You BringAdaptability * Attention to Detail * Computer Literacy * Quality Orientation * CommunicationsThe Value You DeliverStrategic Partnership:Monitor real-time call center activity to ensure consistent achievement of service performance goals.Work closely with leadership to optimize agent commitments and performance reporting.Move agents between queues based on real-time demand and adherence status.Place agents offline if they are not scheduled or committed for the current interval.Monitor long calls and escalate when agents exceed expected durations.May manage workforce systems, including call forecasting, scheduling, agent routing, and resource allocation in line with client metrics.Analyze complex data using Excel to create actionable reports for operational decision-making and resource planning.Provide program support, including seat management and report generation.Communicate key performance indicators to management and provide real-time status updates.Respond to client inquiries with urgency and professionalism, maintaining tight turnaround expectations.Coordinate with ARAs and program leads to ensure Slack communications are acknowledged and acted upon.Essential Job FunctionsEssential functions are the fundamental, crucial job duties that an employee must be able to perform, with or without reasonable accommodation.Ability to sit or stand at a desk for extended periods of time while working on a computer.Ability to lead and/or participate in virtual meetings in a distraction-free environmentAbility to work independently and meet deadlines.Ability to work a flexible work schedule that includes days, nights, overnights, weekends, and holidays.Managing Workforce Systems: Overseeing call forecasting, scheduling, and agent routing to ensure optimal staffing and resource allocation in line with client metrics.Analyzing Data: Utilizing strong analytical and Excel skills to interpret complex data and create actionable reports for decision-making.Providing Support: Assisting with program support tasks, maintaining workforce management systems, and effectively communicating with stakeholders to manage and clarify processes.About LiveopsLiveops is redefining what outsourced customer service means in a modern, always-on world, built on the belief that genuine connection drives brand loyalty. For over 25 years, we’ve paired cutting-edge technology with trusted, remote, and empathetic human expertise to deliver agile, high-touch customer support solutions that scale with precision and care. As pioneers in the flexible workforce model, we bring global reach with unmatched adaptability—helping brands meet customer needs, anywhere, anytime. From complex interactions to seasonal surges, we proudly serve Fortune 500 and enterprise clients—delivering personalized experiences that earn trust and drive lasting impact. It’s not outsourcing; it’s outsmarting. To learn more, visit www.liveops.com.
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