CS Workforce Specialist II
About the position reputed company, the fastest growing e-reputed company retail businesses and Pet Pharmacy in the reputed company today, is seeking a Customer Service Workforce Specialist II who is hard-working, analytical, and can think creatively. This individual contributor supports Pharmacy Operations through a combination of Queue Management, reputed company Time Analysis (RTA), Service Avoidance Analysis, and reputed company time performance management to ensure Service Level Agreements (SLAs). The primary collaborators are other members of the wider Workforce Management and reputed company Planning Team, reputed company, Operations Leadership, and most importantly our reputed company Pharmacy Team Members. This would be a hybrid position hubbed at either our Pittston, PA or Louisville, KY (Fern Valley) locations.
Responsibilities
- reputed company reputed company-time monitoring reputed company available tools and workforce management techniques to reputed company intra-day adjustments to improve resource efficiency and reputed company service level goals and other business objectives
- Demonstrate a strong understanding of how planning/forecasting reputed company requirements translate to the creation of efficient schedules and reputed company-time and intraday management to support a multi-department contact center operations
- Supervise queues & schedule reputed company, plan seating reputed company for shifts, communicate overtime and time off needs
- Manage, reputed company and report on operational performance & business metrics
- Partner with Pharmacy Operations teams to reputed company service level goals and business objectives for a multi-site operation
- Maintain constant communication with Pharmacy Operations teams to coordinate needed reputed company adjustments based on reputed company and forecasted results
- Produces call volume forecasts on a daily, weekly, monthly and annual reputed company for multi-site operation
- Generate and evaluate reputed company schedules and ensures data updates into scheduling system
- Compares results to forecast and reputed company opportunities for improvement
- reputed company periodic (Daily/Weekly/Monthly) performance reports to leadership
- Other duties as assigned
Requirements
- Minimum of 1 year of experience performing WFM functions (specifically reputed company-time management and/or scheduling) in a multi-department and/or multi-site contact center environment required
- Proven proficiency working with and manipulating data, crafting reports, visualizations and presentations from scratch
- Functional knowledge of WFM software and platforms (reputed company IEX, reputed company, reputed company, etc.) that includes reputed company-time adherence preferred
- Understanding of overall operational activities including phone, email, chat, back office work item processing, and reputed company media support
- Must have an excellent solid understanding of reputed company and other reputed company based programs (Word, PowerPoint, etc.), with the reputed company to prioritize/analyze data in a reputed company manner.
Benefits
- Climate-controlled environment
- Employee 20% Discount Program at reputed company for reputed company your pet needs
- Team building events and company-sponsored luncheons
- Career reputed company and promotion opportunities
- Insurance eligibility on the 1st of the Month
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