This job is no longer available. Continue your job search here.
Workforce Services Representative
Heredia
Job No. r00263525
Full-time
Job Description
THE WORK: Are you ready to be an expert in Customer Service Assessment and Planning? You will be collaborating, managing teams, making critical decisions, and providing innovative solutions. Join us in shaping the future of customer service!
Analyze historical call patterns, work volumes, handle times, and productivity patterns to develop budget and work forecasts.
Balance budget with service levels, key performance indicators, and business and agent requirements.
Manage outages, bridge calls with delivery teams and vendors, and maintain detailed records of activities, actions, and impacts.
HERE'S WHAT YOU WILL NEED:
Expert proficiency in Customer Service Assessment and Planning.
High School Diploma/GED in relevant field of studies
A minimum of 2 years of experience in relevant related skills
BONUS POINTS IF YOU HAVE:
Expert proficiency in Contact Center Workforce Management
Expert proficiency in Reporting Design & Development
Qualifications
• At least 3 years supervisory experience
• Management reporting experience
• Managing measured productivity of team
• Experience managing productivity-driven operation
• Strong leadership skills
• Ability to learn quickly through self-study, classroom, and hands-on experience
• Experienced in Operational Excellence
• Strong communication skills with all levels of employees and management
• Ability to perform special projects as needed in addition to daily responsibilities
• Flexibility to work straight night shift and overtime; or swing shift.
• General knowledge of human resources policies and procedures
• Ability to organize staff and supervise workload for maximum efficiency
