CX Workforce Specialist

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CX Workforce Specialist

@ Stuller

Description:

• As the CX Workforce Management Specialist, you will be responsible for building relationships with all call centers’ leadership, helping them execute on a staffing, scorecard, and quality plans.
• You will leverage your analytical mindset and workforce management experience to create actionable and data driven action plans to support the business.
• You will collaborate with internal leaders who have various needs and find the right balance between structure/consistency and autonomy/flexibility that propels all teams within the organization to deliver for the customer. 

Essential Duties & Responsibilities:  

• Prepare management reporting by collecting, analyzing, and summarizing data and trends and developing recommendations.
• Understand and communicate the department vision to team members, at the same time assess behaviors and provide feedback to leadership.
• Deliver skilling plans by site that are needed to ensure service coverage.
• Lead Projects to improve planning and execution efficiency and support business units, and operational centers.
• Identify/Implement workforce management tools and technology enablers that will improve operating accuracy and efficiency.
• Monitor performance by analyzing performance statistics; evaluating staffing schedules to match volume demand; evaluating potential productivity, quality, and customer-service standards; identifying and resolving problems; determining system and process improvements.
• Improve quality of reporting and work to streamline various data sources to drive consistent reporting.
• Promote process improvement and standardization of processes across all sites in the company.
• Proactively identify service improvement opportunities and ensure continuous improvement within Workforce Management across advisor scheduling, metric reporting, and real-time delivery.
• Support the leadership team by providing multiple channel quality reviews (Voice, Chat, Email, SMS, etc.)
• Communicate changes to the quality assurance process to leadership, as well as the team members who are receiving the assessment/review.
• Handle various contact types including Chat, Email, SMS, Inbound and Outbound voice calls with our customers.
• Manage scheduling processes to ensure appropriate call center staffing and performance according to the needs of the business.
• Communicate effectively with internal and external customers in accordance with the company’s policies, procedures, guidelines, and common practices.
• Interface with call center leaders to understand the fast-changing business needs and make updates where necessary.
• Stay current on internal policies and procedures.
• Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests.
• Collaborate with the IT department for system development, testing and/or technical support.

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Qualifications:

Skills: 

• Strong analytical and organizational skills, including trend analysis.
• Ability to plan, prioritize and organize effectively / detail oriented.
• Proficient in Microsoft Office, especially Microsoft Excel, as well as other related applications.
• A thorough knowledge of workforce management software. Demonstrate working knowledge and adherence to all HR & WFM policies, procedures, guidelines, and practices.
• Excellent written and verbal communication skills are required to interface effectively with staff, management, and various other internal and external customers.
• Ability to work in a team-oriented environment focused on cross training and sharing workload responsibilities.
• Ability to perform additional tasks as assigned.

Qualities: 

• Self-motivated with the demonstrated ability to learn and apply new information quickly, work independently, and take initiative. 
• Regular, punctual, and consistent attendance. 
•  Demonstrate flexibility to adapt quickly to departmental changes and conditions. 

Experience:  

• Bachelor’s degree preferred and/or recognized equivalent work experience. 
• 5+ years of call center experience or 2+ years of workforce management experience required. 
• 2+ years’ experience working with one or more workforce management systems and CRM systems such as Calabrio, Verint, Five9, and Salesforce is strongly desired. 
• Advanced Microsoft Excel knowledge is a plus such as building macro enabled spreadsheets.
• Building, managing, and designing databases is a plus. 
• Experience implementing new Contact Center Solutions a plus.
• Experience in a fast paced, high-pressure office environment 

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How to Apply:

Apply online at https://www.stuller.com/careers/

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