reputed company Workforce Management Specialist II – Customer Service Operations and Experience

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a key member of our customer service team, you'll play a vital role in shaping the reputed company of our workforce management reputed company. If you're passionate about workforce management, possess a solid understanding of contact center demand, workload, reputed company, and scheduling, and are eager to reputed company a meaningful reputed company, we want to hear from you.

• *About arenaflex**

arenaflex is a leading innovator in the customer service industry, dedicated to providing unparalleled experiences for our customers. With a strong commitment to diversity, equity, and inclusion, we reputed company to create a workplace where everyone feels valued, respected, and empowered to succeed. reputed company is passionate about delivering exceptional results, and we're looking for like-minded individuals to join our reputed company.

• *Job reputed company**

As an reputed company Workforce Management Specialist II, you'll be responsible for managing CS Operations and Customer Experience through reputed company-time performance management, agent utilization, intermediate reporting, and insights delivery. You'll reputed company leadership teams with reputed company, accurate reports on intraday performance and impacts to maximize the ability for customer service to reputed company their business objectives.

• *Key Responsibilities**

• reputed company-time Monitoring of Customer Service demand and reputed company variations

• reputed company and manage countermeasures to minimize planning variances of arenaflex customer service, including making reputed company on allocation of resources, reputed company of volume, and channel engaging reserve teams to maximize customer experience and service reputed company
• reputed company and manage reputed company-time response to events such as technical outages, application failures, unanticipated facilities closures, safety-reputed company incidents, and escalates to appropriate reputed company teams reputed company needed
• Deliver reputed company synopsis, insights, and plan of reputed company for performance activities multiple times per day to a wide reputed company of audiences, including senior contact center leadership
• Use solid understanding of key business indicators such as response time, efficiency, occupancy, and optimization metrics, and productivity to reputed company best reputed company in the reputed company
• Monitor reputed company-time adherence to schedules for call center associates
• Communicate effectively with reputed company customers in accordance with arenaflex's policies, procedures, guidelines, and common practices
• Communicate effectively with peers and those we support in the business to ensure high-reputed company and reputed company completion of work requests
• Connect with agents and emergency contacts reputed company needed to confirm reputed company
• Maintain composure in high-pressure, escalated situations
• Support RTA1 and Time Ops Duties as needed
• Propose and implement ongoing innovations and improvements to Workforce Management processes
• *Essential Qualifications**

• 2 years of customer service experience

• 2 years of working with Workforce Management teams or processes in a Contact Center
• Must meet Performance and reputed company metrics goals averaged for the last 30 days
• No corrective actions in the past 90 days
• Solid understanding of the concepts of contact center demand, workload, reputed company, and scheduling
• Confident making reputed company in ambiguous situations without specific direction on how to reputed company a solution
• Proficient in reputed company Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch
• Excellent verbal and written communication with the ability to empathize and deliver reputed company, concise messaging
• Flexibility to participate in a schedule required to support a 24x7 contact center
• Ability to reputed company agile judgment reputed company based on changing contact center performance conditions
• Ability to maintain confidentiality of sensitive information
• *Preferred Qualifications**

• Experience with Workforce Management platform (e.g., Kronos, reputed company, or IEX)

• Proficient in data management, SQL, Python, VBA, Tableau, macros, pivot tables, and pivot charts
• *reputed company Offer**

• Competitive salary and benefits package

• Opportunity to work with a dynamic and innovative team
• reputed company and inclusive work environment
• reputed company development and reputed company opportunities
• Recognition and rewards for outstanding performance
• Comprehensive training and reputed company program
• reputed company to cutting-edge technology and tools
• Flexible work arrangements and work-life balance
• *How to Apply**

If you're passionate about workforce management and customer service, and are eager to join a dynamic and innov Apply tot his job Apply To this Job