Position Summary
This position reports to the Workforce Manager and is responsible for ensuring the Call Center is fully operational and exceeds expectations both internally and externally. The role involves coordinating intraday operations, scheduling, and providing real-time traffic monitoring to maintain optimal service levels. The Workforce Support Specialist will handle all aspects of operational processes in the Call Center, including process implementation, report generation, and new client service implementations. This position requires attention to detail, strong problem-solving skills, and the ability to work independently and under pressure.
Essential Functions
· Responsible for call routing strategies, agent Queue and skill set administration, and assisting with forecasting to ensure a healthy Call Center environment.
· Monitor real-time traffic of contact center operations and provide updates to the management team.
· Generate and create Call Center schedules to ensure optimization and alignment with call patterns.
· Meet or exceed department performance goals including productivity, and service level.
· Provide communication outreach to educate management and staff on workforce planning and feedback.
· Ensure adequate staffing and effective use of human resources by working directly with the Call Center management team.
· Provide daily direction and communication to ensure calls are answered efficiently and knowledgeably.
· Assist with the development of overall goals and objectives for the department.
· Utilize business intelligence tools to develop analytical content, including reports and dashboards.
· Maintain a high level of professionalism and integrity in all communication channels.
· Respond to daily operational problems and collaborate with relevant personnel to resolve issues.
· Create and update Standard Operating Procedures (SOPs) to ensure they remain relevant.
· Provide project support for contact center technology deployment and maintenance.
· Inform leadership of any issues, emergencies, or opportunities that arise.
· Ensure compliance with all company policies, procedures, and regulations related to scheduling and staffing.
Other Duties
This job description is not intended to cover all activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Required Education and Experience

• High school diploma (or GED or High School Equivalence Certificate).
• At least 1 year of experience as a call center agent or in a relevant field.
• Strong organizational, multi-tasking, and prioritizing skills.
• Basic knowledge of MS Office applications (Word, Excel, and Outlook).
• Strong problem-solving and decision-making skills.
• Ability to work independently and under pressure.
• Excellent communication skills (written and verbal).
• Ability to handle confidential/sensitive information.
• Must be able to type a minimum of 30 wpm.

Preferred Education and Experience

• Some college coursework or equivalent experience.
• Bilingual (English – Spanish) is a plus.
• Experience in customer service or a related field.

Familiarity with scheduling or administrative tasks
Tipo de puesto: Tiempo completo
Sueldo: $26,000.00 al mes
Beneficios:

• Caja de ahorro
• Seguro de vida
• Vales de despensa

Pago complementario:

• Bono de asistencia
• Bono mensual

Tipo de jornada:

• Lunes a viernes
• Turno de 8 horas

Lugar de trabajo: Empleo presencial
Fecha de inicio prevista: 16/12/2024