Workforce Specialist

Job Description

The 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 Eastern Time (10:30am - 7:00pm Pacific Time). All equipment will be sent to you.

• 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.

Qualifications

• 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 Information

All your information will be kept confidential according to EEO guidelines.