Position: Workforce Management Specialist (Peak Period Coverage)
Location: Grenada
Type: Full-Time
Are you ready to step into a critical role that drives workforce efficiency? We are hiring a Workforce Management (WFM) Specialist to support our Online Service and Customer Service teams. This role will primarily cover peak periods (Friday, Saturday, and Sunday), with additional responsibilities on the system during the week.
Key responsibilities:
- Manage agent schedules during peak periods to ensure optimal coverage and adherence
- Monitor and address real-time queue statuses, chat volumes, and performance metrics
- Coordinate break and lunch schedules to maintain efficiency and reduce wait times
- Provide timely updates and resolutions by collaborating with team members and leadership
- Analyse data and generate reports during non-peak periods to improve operations
What we’re looking for:
- Strong organisational and analytical skills
- Ability to manage time-sensitive tasks and prioritise effectively
- Proficiency in workforce management tools or similar software is a plus
- Excellent communication and collaboration skills
- Availability to work during peak periods (Friday, Saturday, and Sunday)
How to apply:
Submit your updated resume and a short cover letter to:
Please use the subject line “Application for WFM Specialist.”
Applications close on 11 December 2024.
FoodHub
NOW Grenada is not responsible for the opinions, statements or media content presented by contributors. In case of abuse, click here to report.
