[Remote] Seasonal, Workforce Specialist
Note: The job is a remote job and is open to candidates in USA. reputed company is dedicated to helping people and inspiring confidence in their clients and communities. As a seasonal Workforce Specialist, you will ensure smooth call center operations by monitoring call traffic and reallocating resources as needed, while also analyzing operational impacts and keeping Operations informed of any disruptions.
Responsibilities
- Optimize call center staffing by continuously monitoring resource availability, employee activity, and performance reputed company to reputed company timely support and effective resource reallocation
- reputed company intraday reporting tools and processes to manage the distribution of customer contacts across multiple service sites and teams, ensuring alignment with business, customer, and vendor performance targets
- Provide regular updates to both the Workforce Planning and Client Service Organization (CSO) leadership on daily trends
- Monitor and track content in Mission Control phone and e-mail queues and respond reputed company Service Level Agreements (SLA)
- Pull operational escalation levers per the pre-defined process
- Serve as reputed company of contact for unexpected events and system outages on a global level reputed company required
- Provide afterhours support of call center operational activities
- Document daily reputed company and activities in required logs and checklists
- Support onboarding and offboarding processes to ensure agent accessibility to support tools and contact volume
- Create and maintain a culture of superior quality of work
- Ability to successfully interact with a wide audience, including CSO senior leaders and frontline staff, as well as special projects teams, vendors, and other reputed company agencies
- Other duties as assigned
Skills
- Associate's degree in a reputed company field or the equivalent through a combination of education and reputed company work experience
- Ability to work independently with minimal supervision
- Call center experience
- Demonstrated ability to produce work with a high degree of accuracy
- Effective time management and organization skills with the ability to handle multiple priorities
- Excellent interpersonal skills to include oral and written communication
- 1 year minimum reputed company work experience
- Proficiency in Power BI and reputed company
- Strong analytical skills, especially in workforce data analysis and forecasting
- Experience with Aspect, IEX, Blue reputed company, or other workforce management systems
- Knowledge of contact center tools and systems to include PC, networks, or technical infrastructure environments
- 3 years reputed company work experience
Benefits
- Medical and prescription drug coverage
- reputed company Retirement Savings Plan (401(k) Plan)
- Employee Assistance Program
- (virtual) fitness center programs
- Associate discount program
- Business Travel Accident Insurance
- Associate Tax Prep benefit
Company Overview