Role Objectives:

As a Workforce Specialist, you'll be the backbone of our customer service team, monitoring key metrics, tracking performance, and supporting our agents to deliver exceptional service. You'll tackle real-time challenges, stay on top of attendance, and generate insightful reports, playing a crucial role in optimizing our workforce and delivering exceptional service.

Roles & Responsibilities:

• Monitor real-time performance metrics like call volumes, response times, and service levels, identifying areas for improvement
• Monitor employee attendance and timekeeping, addressing any immediate issues and ensuring adherence to schedules
• Prepare accurate and timely daily and monthly reports on performance, adherence, and overall departmental performance
• Flag late chats and tickets to seniors and team leaders, ensuring timely resolutions and maintaining service levels
• Spot issues before they arise and suggest solutions to optimize operations and efficiency.
• Seek opportunities for self-development, and actively participate in new processes and procedures.

REQUIRED EDUCATION, KNOWLEDGE, AND SKILLS:

• Bachelor's degree in any relevant field
• Strong attention to detail to ensure accuracy in all tasks and reports, from data entry to report generation
• Analytical skills in order to interpret data effectively, identify trends, and draw meaningful insights to inform decision-making
• Organization and time management to be able to manage multiple tasks efficiently, meet deadlines, and prioritize effectively in a fast-paced environment
• Teamwork and collaboration with colleagues, supporting each other and contributing to a positive team environment
• Problem-solving skills, identify root causes of issues, develop solutions, and proactively seek ways to improve efficiency.
• Proficiency in Microsoft office specifically excel.