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Workforce Management Specialist
hace 2 meses
Nuvei is a leading fintech company that provides innovative payment processing solutions to businesses around the world.
Job SummaryWe are seeking a highly skilled Workforce Management Specialist to join our team. As a Workforce Management Specialist, you will be responsible for providing support to our contact center during daily operations.
Key Responsibilities- Monitor service levels and schedule maintenance to ensure optimal contact center performance.
- Optimize phone system and queue performance to improve customer experience.
- Prepare and maintain reports on contact center performance, including productivity, attendance, and quality assurance.
- Communicate with other departments to ensure seamless operations and meet business goals.
- Perform root-cause analysis to identify and resolve issues affecting contact center performance.
- 2 years of experience in workforce management or a related field.
- College diploma or university degree.
- Excellent knowledge of MS Excel and Power BI.
- Experience with phone system administration (Five9 experience an asset).
- Strong analytical and problem-solving skills.
- Ability to work independently and meet deadlines.
- Excellent communication and interpersonal skills.
- A competitive salary and benefits package.
- Opportunities for professional growth and development.
- A dynamic and inclusive work environment.
- Recognition and rewards for outstanding performance.
