Workforce Management Specialist

Description

SolarEdge Technologies

( JD- Workforce Administrator) What will you be doing?

• Monitor daily call volume and other key performance metrics
• Analysis real time adherence data to identify trends and training opportunities
• Maintain users and profiles within WFM software
• Creating schedules based on the forecast and adjusting for daily call center and agent needs
• Works closely with leadership to schedule trainings/meetings with minimal impact to support coverage
• Provides actionable data to various internal support groups as needed
• Provides feedback to call center team leaders and managers
• Prepares and analyzes internal reports for applicable KPI's
• Perform other duties as assigned

Requirements

Requirements::

• 1-2 years' experience in a workforce management role.
• Experience utilizing Erlang-C calculations for staffing needs
• Remains firm and assertive, keeping customer experience as number one priority
• Excellent verbal, written and interpersonal communication skills
• Must be self-motivator and self-starter
• Exceptional listening and analytical skills
• Strong time management skills
• Ability to multitask and successfully operate in a fast paced, team environment
• Must adapt well to change and successfully set and adjust priorities as needed
• Must be proficient with Microsoft Office (intermediate Word, advanced Excel, Power BI )