WFM & Routing

Join bsport, a leading platform in the wellness industry, as a WFM & Routing specialist. In this role, you will manage forecasts, schedules, and support routing to optimize team capacity and ensure clear processes across the support team. You will have the opportunity to work in a dynamic and fast-paced environment, contributing to the growth and success of the company.

• Plan and manage volume forecasts, schedules, and weekend rotations to ensure optimal team capacity.
• Oversee routing processes, including assignment rules and escalation paths, to ensure efficient handling of customer inquiries.
• Monitor service levels, response times, and backlog, and implement automation to reduce manual work.