Workforce Management yst - 8582
Workforce Management yst - 8582
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Job Description
Position : Workforce Management yst
Working Hours : MF 9AM5PM EST (potential weekend coverage in the future)
Salary Range : $1000$1500 PH
About the role:
This role is responsible for overseeing the daytoday operations of a team ensuring efficient workflow and optimizing performance. The Supervisor will monitor team metrics yze data and make strategic decisions to improve efficiency and customer satisfaction.
Key Ss and Responsibilities:
- Strong organizational ss with the ability to prioritize workload meet deadlines and perform multiple tasks with extreme attention to detail in a challenging fastpaced and shiftingpriority environment.
- Strong ability and awareness in realtime management of floor needs.
- Proactive by nature with the ability to be reactive when necessary.
- Capable of troubleing independently while maintaining and improving expected SLAs.
- Manage various communication channels for the Member Happiness and Back Office teams.
- Oversee sameday/sameweek service level outlook and make recommendations as needed.
- Monitor active calls chats and emails current staffing levels and sameday schedule adjustments while adjusting priorities of specialists for better servicing strategies.
- Build optimize and publish team schedules that align with forecasts and ensure coverage that supports SLAs while respecting labor budgets.
- Ensure labor standards are met regarding lunches breaks vacations and holidays.
- Collaborate with department heads to manage employee requests for availability changes and timeoff requests.
- Manage and optimize departmental data reporting and ytics; propose business solutions based on data findings.
- Work closely with department leads to create reports highlighting performance metrics driving CSAT TPH AHT etc.
- Use current and historical data to forecast incoming traffic and labor requirements.
- Execute contingency plans in case of emergencies.
Requirements:
- 2 years of relevant experience
- Quick learner with the ability to understand and apply knowledge with minimal reexplanation.
- Able to work independently with little direction from immediate supervisor.
- Strong working knowledge of Google Docs Google Sheets and Excel.
- ytical thought process with a problemsolving approach.
- Strong project management and organizational capabilities.
- Experience with Zendesk Explore.
- With experience building forecasts using that data.
- Looker experience is an et.
- Works well under pressure.
Employment Type
Full Time
