Own end-to-end workforce management for all in-house and BPO contact centers.
Serve as the single owner of the contact forecast, ensuring accuracy across all channels and time zones.
Lead short-term and long-term workforce planning, including intraday and weekly execution.
Greenlight is a family fintech company with a mission to help parents raise financially smart kids. They serve more than 6 million parents and kids with their award-winning banking app. They believe every child should have the opportunity to become financially healthy and happy.
Design and configure Genesys Cloud Workforce Management capabilities.
Participate in Genesys Cloud WFM implementations and rollouts.
Support operational teams through training and knowledge transfer.
Miratech is a global IT services and consulting company that brings together enterprise and start-up innovation. They support digital transformation for some of the world's largest enterprises, maintaining a values-driven organization with a culture of relentless performance. They operate in over 25 countries and retain nearly 1000 full-time professionals, experiencing an annual growth rate exceeding 25%.
Own workforce scheduling for a 24/7, 365 multi-channel customer support operation.
Develop and maintain optimized agent schedules that align with forecasts, staffing plans, and service level targets.
Design shift structures, break and lunch placements, and staffing patterns to ensure adequate coverage during peak demand periods.
Aura is on a mission to create a safer internet. They are a team of over 400 people worldwide and is guided by a leadership slate that's successfully grown startups into multi-billion dollar organizations.
Build, publish, and optimize schedules for assigned contact center teams.
Use forecasted workload, staffing models, and scheduling rules to create efficient schedules.
Partner with Contact Center leadership and internal stakeholders to support workforce planning and operational needs.
TDS Telecom provides high-speed internet, TV entertainment, and phone services to communities across the U.S. With over 50 years of experience, they are committed to building fiber optic networks and serve over 1 million connections.