Support development of short- and long-term volume forecasts using historical trends, business drivers, and marketing inputs.
Build and maintain weekly agent schedules that meet coverage needs for operating hours.
Prepare daily, weekly, and monthly reports on key WFM metrics (SLA, adherence, AHT, shrinkage, occupancy, forecast accuracy).
Palmetto is a leading clean tech company on a mission to accelerate the transition to a clean energy future. Our employees are our most valuable resource, and we foster a promote-from-within culture that prioritizes talent development, career growth, and purpose-driven work.
Build and maintain accurate volume forecasts using historical data.
Translate forecasts into hourly and daily staffing requirements.
Develop and maintain WFM dashboards and reports tracking key metrics.
Solace is a healthcare advocacy marketplace that connects patients and families to experts who help them understand and take charge of their personal health. It is are a Series B startup, founded in 2022 and backed by Inspired Capital, Craft Ventures, Torch Capital, Menlo Ventures, and Signalfire.
Develops, enhances, implements and supports reporting capabilities to identify, track and analyze key business drivers.
Serves as subject matter expert for reporting and workforce management processes, ensuring best practices are implemented across the organization.
Proactive and independent management of accountabilities collaborating with leadership to optimize operations.
UnityPoint Health is committed to their team members and has been recognized as a Top 150 Place to Work in Healthcare by Becker's Healthcare. They champion a culture of belonging where everyone feels valued and respected, and believe equipping you with support and development opportunities.
Maintain accurate BPO rosters and serve as the primary operational bridge between ezCater and our BPO partners.
Act as the main point of contact between ezCater’s internal WFM team and our BPO WFM teams.
Coordinate with IT for BPO needs, being the primary liaison between BPO partners and internal IT, ensuring timely resolution and documented communication.
EzCater is the leading food for work technology company in the US, connecting anyone who needs food for their workplace to over 100,000 restaurants nationwide. They provide flexible and scalable solutions and enable companies to manage their food spend in a single platform.
Owning the full WFM planning cycle for your domains, ensuring seamless operations.
Managing and empowering a high-performing team of analysts with diverse WFM and Service skill sets.
Continuously improving WFM processes to meet service requirements (SLAs), enhance COps efficiency (Wait Time), and align with budget (FTE/Overtime).
Monzo is a financial technology company that aims to make money work for everyone. They offer personal and business bank accounts, joint accounts, accounts for 16-17 year olds, a free kids account, and credit cards, along with options to save, invest, and combine pensions.
Design, develop, and maintain Amazon Connect contact flows, leveraging AWS services such as DynamoDB, Lambda, and Lex Bots.
Implement and configure call routing systems, including routing profiles, queues, callbacks, emergency messaging, holiday routing, and dynamic messaging.
Collaborate with onshore/offshore developers and business stakeholders to deliver high-quality solutions tailored to the business needs.
Miratech is a global IT services and consulting company that brings together enterprise and start-up innovation, supporting digital transformation. They are a values-driven organization with a culture of relentless performance and over 1000 full-time professionals across 25 countries.
Coordinate release planning, development, testing, and releases on multiple agencies IVR enhancements.
Build Call flow designs and integration to backend systems using application program interfaces (API).
Provide technical support and troubleshooting assistance to customers and internal teams when scripting issues arise.
Miratech is a global IT services and consulting company that brings together enterprise and start-up innovation, supporting digital transformation for some of the world's largest enterprises. Miratech has coverage across 5 continents and operates in 25 countries around the world employing nearly 1000 full-time professionals and prides itself on a values-driven organization and a culture of relentless performance.
Urrly uses AI to review every application against the same clear requirements for the role, meaning every candidate is evaluated on job-related factors like skills, certifications, and experience—not on personal attributes. Their goal is to create a more objective, consistent, and equal opportunity hiring process for all applicants.