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Role Description

As the WorkForce Specialist Team Lead, you will report directly to the CX Operations manager to proactively ensure the department’s staffing levels are being led with optimal efficiency. You will be pivotal in leveraging data to drive strategic decision-making and operational excellence. You will analyze workforce data, identify trends, and provide actionable management insights to enhance employee productivity and engagement, and forecast customer contact arrival.

• Analyse workforce productivity and statistics to identify patterns, trends, and correlations with scheduling for the CX team.
• Develop and maintain reports that communicate insights discovered (user productivity, SLA’s, employee schedule compliance, staffing levels & adherence, etc).
• Maintain an attendance log for the department.
• Monitor real-time customer volume and agent performance to adjust staffing levels and schedule as needed.
• Reach out to people managers when employees are out of compliance.
• Ensure coverage meets service-level agreements and operational needs regularly.
• Forecast, plan, and schedule based on historical data, trends, budget, and departmental goals.
• Stay updated on industry trends and best practices regarding workforce planning and management for customer service operations.
• Manage program administration and provide necessary platform training for team members to use systems and manage reports.
• Identify opportunities for improvement and present findings to management to drive positive decision-making.
• Partner with leadership & people managers when new hire onboarding, training time, team meetings, or 1x1’s need to be scheduled on an ongoing basis.
• Research and manage relationships with our WFM platform, ensuring it is being utilized to its ultimate capacity and staying up to date with system updates, program integrations, and additions.

The hourly rate for this position is $26 - $34. The actual compensation will be based on factors such as the candidate’s skills, qualifications, and experience.

Qualifications

• 2+ years of experience in customer service, preferably with team management skills.
• Experience with workforce optimization software and schedule management.
• Excellent organizational and time management abilities.
• Strong analytical and problem-solving skills.
• Proficiency in Excel, Microsoft Office Suite, Google Drive, and other relevant software applications.