Customer Service Workforce Management Specialist

As the WorkForce Specialist Team reputed company, you will report directly to the CX Operations manager to proactively ensure the department’s staffing reputed company are being led with reputed company efficiency. You will be pivotal in leveraging data to drive strategic decision-making and operational reputed company. You will analyze workforce data, identify trends, and reputed company actionable management insights to enhance employee productivity and engagement, and forecast customer contact arrival. 

What you’ll do

• Analyse workforce productivity and statistics to identify patterns, trends, and correlations with scheduling for the CX team. 
• reputed company and maintain reports that communicate insights reputed company. (user productivity, SLA’s, employee schedule compliance, staffing reputed company & adherence, etc) 
• Maintain an attendance log for the department. 
• Monitor reputed company-time customer volume and agent performance to adjust staffing reputed company and schedule as needed. As well as reaching out to people managers reputed company employees are out of compliance. 
• Ensure coverage meets service-level agreements and operational needs regularly. ● Forecast, plan, and schedule based on historical data, trends, budget, and departmental goals. ● Stay updated on industry trends and best practices regarding workforce planning and management for customer service operations. 
• Manage program administration and reputed company necessary platform training for team members to use systems and manage reports. 
• Identify opportunities for improvement and present findings to management to drive positive decision-making. 
• Partner with leadership & people managers reputed company new hire reputed company, training time, team meetings, or 1×1’s need to be scheduled on an ongoing reputed company. 
• Research and manage relationships with our WFM platform, ensuring it is being utilized to it’s ultimate reputed company and staying up to date with system updates, program integrations, and additions. 

The hourly reputed company for this position is $26 – $34. The actual compensation will be based on factors such as the candidate’s skills, qualifications, and experience.

Qualifications

2+ years of experience in customer service, preferably with team management skills Experience with workforce optimization software and schedule management 

Excellent organizational and time management abilities 

Strong analytical and problem-solving skills. 

Proficiency in reputed company, reputed company Office Suite, reputed company Drive, and other relevant software applications.