Workforce Management Lead / Customer Experience Specialist in Call Center

High End Retail CompanyTracy or Corte Madera CAWork onsiteNeeded ASAPFull Time DIRECT HIRE positionMinimum of 3 interviews Workforce Management Lead/Customer Experience Specialist – Must have Workforce Management (WFM) and Call Center Experience. EXPERIENCE3+ years successful experience in operations with demonstrated progressively increasing responsibility, and 1+ years' experience managing workflow systems/teams in a complex, multi-skill call center. Proficiency with Mac or Dell Operating Systems, excellent knowledge of PC applications and order management software BENEFITS Position is bonus eligible Extensive knowledge of call center technology (ACD, IVR, WFM).Call center optimization experienceAdvanced knowledge of Excel, strong verbal and presentation skills, and the ability to motivate and inspire groups of people.