Workforce Specialist

Company: Cycle Gear
Location: North Las Vegas
Posted on: April 6, 2021

Job Description:

Job DescriptionThe Comoto Rider Service Center (aka Customer Service Team) is currently looking for our next Workforce Specialist. This position can be done remotely, and the schedule will be 1:30pm to 10:00pm Easter Time (10:30am - 7:00pm Pacific Time). All equipment will be sent to you.Our Workforce Specialist will

• Monitor real time activity of agents, agent occupancy, volume reporting by interval, and maintaining service level in a multi-channel environment.
• Manage the scheduling of contact center activity, team projects, team training, and meetings
• Monitor real time adherence statistics, helping to ensure agents are on the phones during scheduled phone hours, includes monitoring breaks/lunches
• Monitor sick calls/tardiness, etc., entering exceptions into workforce management system (absence, tardiness, leave early, meetings, overtime, etc.)
• Maintain relationships, providesupport for, and gaincooperation and commitment to internal and external resources in achieving departmental and overall business objectives
• Manages priorities of agents to ensure resources are used to effectively meet service level expectations
• Performs other duties as assigned or requested.QualificationsOur Next Workforce Specialist will have
  • Minimum of 1 year workforce management experience in a multichannel contact center or 3 years of management/supervisory experience in a contact center, sales, or customer service environment - Required
  • A commitment to Comoto's Core Values
  • Proven background in statistics, scheduling or data analysis
  • Knowledge of support/call center tools used for identifying metrics.
  • Ability to identify and troubleshoot system anomalies
  • Intermediate Excel knowledge.Additional InformationAll your information will be kept confidential according to EEO guidelines.

Keywords: Cycle Gear, North Las Vegas , Workforce Specialist, Other , North Las Vegas, Nevada