Workforce Management Analyst
Service Experts

Job Info

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Job Title: Workforce Management Analyst



Reports To: Contact Center Manager

Status: Full-Time, Permanent

Location Address: 3400 N Central Expy, Suite 410, Richardson, TX, 75080 (full-time on-site)

Pay: $24.00-$31.00 per hour

Join the team of experts and realize your true potential!

Why You Should Join the Service Experts Team? Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with training support and an opportunity for unlimited professional growth. Join us and become an EXPERT!

Position Summary: The Contact Center Operations Supervisor will lead a team of local contact center agents to provide high-quality service in our 24/7, 365 day a year, contact center operations. In this role, the Supervisor will oversee a team of Customer Support Center agents who are responsible for handling various activities including outbound sales, inbound calls, appointment dispatching, online appointment administration, customer emails, and chat service. Supported by team leaders, the Supervisor will be accountable for meeting or exceeding key performance indicators such as, call handling performance, sales conversion, booking rates, productivity, and agent call quality. The Supervisor is also expected to mentor and coach team members to motivate behavior to achieve quality and performance standards and career development, but also facilitate disciplinary action with direct reports as required.

In addition, this role will involve liaising between Service Experts and a 3rd party vendor, and as such will responsible for implementing change initiatives, align priorities against corporate strategy, ensure consistent and sustainable improvement as well as drive strategic milestones. Overall, you will be responsible for operational excellence, quality deliverables, and lead customer experience initiatives.

Key Responsibilities:

• Ensures the volume of work produced by Customer Support agents meets product/service standards and exceeds quality standards and KPI's.
• Will oversee the handling of all customer interactions, including customer service requests, appointment booking, cancellations, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues in support of one call resolution.
• Demonstrate proficiency in understanding of and the ability to drive inbound/outbound call handling KPI's to include customer retention and renewals conversions, booking rate, service levels, and abandonment rate performance to meet and exceed company goals
• Demonstrate proficiency in workforce scheduling to optimize agent utilization
• To be involved in human resource objectives by assisting in the recruitment, selection, orientation, training, assigning, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions, including bonus/spiff plans; enforcing company policies and procedures
• Conduct yearly agents and Team Lead reviews with annual development and goal planning
• Responds quickly and decisively, with applicable corrective action, to all customer service issues as identified by local center management
• In conjunction with other operations management, coordinates service center capacity requirements and other requests/needs from local centers
• Continually maintains working knowledge of all company products, services, and promotions
• Work with Dispatch Teams to improve accuracy in scheduling and speed of response
• Work with other operational management to ensure appropriate resolution of customer disputes
• Responsible for reporting and analyzing daily, weekly and monthly Call Center results in order to improve team performance and business performance
• Ability to be available 24 hours a day, 7 days a week in the event of an emergency
• Some travel may be required
• Complete other duties as assigned

Required Qualifications:

• Bachelor degree preferred.
• 5+ years in customer service
• 3+ years Call center management
• Creative and strategic thinker
• Excellent verbal and written communication skills
• Excellent interpersonal communication abilities
• Ability to navigate multiple systems
• Solid analytical skills and ability to interpret multiple points of data
• Proficient in Excel, including pivot tables and graphs
• Ability to manage multiple people / projects simultaneously
• Innovative out of the box thinking

What Do We Offer You as a Service Experts Employee? Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs, including:

• Competitive Pay with incentive opportunities.
• Paid Time Off and Company Holiday Pay.
• Medical, Dental, and Vision Insurance programs.
• 401(k) Retirement Savings Plan with company matching contributions.
• Life Insurance and disability insurance options.
• Supplemental benefit programs.
• World Class Training opportunities through our Experts University.
• Career Development opportunities.

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