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Workforce Management Specialist - Call Center
Lee's Summit, Missouri



Spencer Reed Group is reviewing resumes for Workforce Management Specialists. We are searching for someone who is passionate about supporting and improving teams as well as helping build a team in a brand new call center in Lee's Summit. This position is Full-Time, Direct Hire from day one and is an immediate need!

Our client is a global company that leads in logistics and solutions support, and has opened a new call center and is building a new presence in the area. This call center specializes in road side assistance and is dedicated to supporting people in a time of need. The ideal candidate has recent experience in workforce management in a call center and excels in call allocation in a fast and team dependent atmosphere.

Position Summary:

  • Responsible for regular daily call queue management and making real time recommendations to Leadership in order to meet Service Level Agreements.
  • Creates and maintains Customer Service reports for leadership.
  • Communicates between management and call center staff and maintains action plans for real time queue management.
  • Monitors ACD queue statistics and call volume and deploying staff as needed.
  • Forecasts workforce trends and forecasts call volumes and trends and generates analysis and reports.

Requirements / Qualifications:

  • Minimum one year in call center workforce management /call queue management / call allocation.
  • Requires analytical skills, solid mathematics and problem solving backgrounds, proficiency in Microsoft Excel, Word, Access, Windows operating systems.
  • High School Diploma/GED required.
  • Detail oriented and accurate.
  • Experience customizing Cisco and CMS reporting.

Starting Compensation / Benefits:

  • Full benefits package.
  • Competitive bonus structure.
  • $16-$18 hourly rate (based on background and experience).

If interested please contact Wesley, Direct Hire Consultant, that is actively recruiting this role. Send an updated resume to in Microsoft Word Format, as well as calling 913-327-2825. This position is an immediate need.


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Job Contact:

Wesley Clauson
(913) 663-4400

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