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Workforce Specialist (Contact Center)
St Petersburg, FL 33701 US | Fully Remote TELECOMMUTE US
Job Description
Location: Fully Remote
Pay: $18-$20
Hours: Sun through Thursday schedule
SUN: 8:00 AM – 4:30 PM EST
MON – THUR: 9:30 AM – 6:00 PM EST
Type: Contract to Hire
Benefits during the contract period: We offer affordable medical, dental, and vision! Learn more: https://bit.ly/3v65IXl
Hiregy Associate perks: Enjoy discounts, rewards and perks on thousands of the brands you love in a variety of categories: https://bit.ly/38aBuGw
Job duties:
- Monitor real-time queue status and adjust staffing levels to meet SLA targets.
- Take prompt action to address coverage gaps and optimize resource allocation.
- Maintain and update agent and supervisor details across multiple applications.
- Utilize WFM software extensively to accurately manage and update schedules for non-phone activities, team assignments, and related information.
- Collaborate with various departments within the contact center, fostering cross-functional teamwork.
- Facilitate effective communication between departments to incorporate strategic and operational considerations into daily plans.
- Support ongoing improvement initiatives to consistently enhance client and employee satisfaction, identifying and proposing enhancements to processes, procedures, and tool utilization.
- Ensure proper documentation of all tools, processes, and procedures.
- Assume responsibility for payroll hours, ensuring information is verified and validated prior to submission.
- Safeguard proprietary and confidential company information.
- Must be flexible for other duties as assigned: As an associate you may be required to cross-train across roles/departments with similar job duties, or assist with other business needs as required
Nice to have:
- Bachelor’s Degree in a quantitative discipline is preferred but not required. Prior experience will substitute in lieu of
- 4+ years of workforce management experience
- Verint is a strong preference
- Five9 Cloud Contact Center
Requirements:
- Must have 2 years of workforce management experience
- Experience in support of customer service and technical environment preferred
- Strong skills using various MS Office applications: Excel, word, and outlook are the critical ones.
- High school diploma or equivalent required
- Background check required
- Drug screening required
Meet Your Recruiter
Linda Figueroa
Senior Client Services Manager
Hi, I'm Linda from the Client Services team here at Hiregy ready to assist you with your career search. If you have any questions about this role, I am happy to help.