Web Chat - Bilingual CSR

Job Purpose

The Workforce Analyst reports to the VP Workforce Management/Workforce Manager.  This position reviews and supports the contact center/call center production of work volume and staffing forecast dashboards, as well as drafts comparative data on results vs. forecasts.  The Workforce Analyst also identifies opportunities for improvement and partners with operations manager to recommend solutions. This position provides workforce support to manage scheduling and load balancing requirements for work peaks and valleys.  Adjusts and recommendations for optimizing scheduling to maximize service and quality.

Responsibilities  

• Schedule is 10:30am - 7:00pm with rotating Saturdays.

Educational Requirements

• None

Experience Requirements

• Call Center experience required.
• Vector experience preferred.

Travel Requirements

• No travel required.  

Physical Requirements/Demands

All requirements are subject to possible modification to reasonably accommodate individuals with a physical disability).

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of their job.

While performing the duties for this job, the employee may be required/subjected to:

• Prolonged periods sitting at a desk, typing and working on a computer using repetitive motions.
• Standing, walking, lifting, carrying, reaching, pushing, and pulling. 
• Must be able to lift 15 pounds at a time.

Competencies

• Communication - Express ideas and deliver comprehensible messages, structuring them clearly and transparently while listening actively and being empathetic. Influences and creates an impact on others and shows strong negotiating skill. 
• Teamwork - Work with other, adopting collaborative and positive relationships to achieve common goals. 
• Change - Accept, embrace, and drive change, and innovation while being open to difference approaches, ideas, and proposals. 
• Results - Meets or exceeds goals and objectives by adopting an agile, dynamic, efficient, cost-oriented approach, eagerness, and optimism to get the best results. 
• Leadership - Build and lead the team toward common results, positioning oneself as a leader and role model for guiding, inspiring, and driving the performance and development of team members while spearheading a positive environment. 
• Strategic Mindset - Anticipates situations in the market while embracing the company's/department's strategic vision and mission. Achieves internal and external customer loyalty by utilizing quality and suitable proposed solutions. 

Why Work with Us

Reward & Recognition

We look after our talented teams, from market-competitive salaries to performance-based bonuses and flexible benefits packages. 

Be Part of Something Big

What's more exciting than being at the forefront of one of the fastest-changing industries? Join our team and make your mark on the new global economy. 

Flexible Work Schedule

Where possible, we'll help you work when you need to, because life happens. 

Everyone Has a Voice

Innovation doesn't know hierarchy. We make sure everyone is heard, considered, and respected. 

Room to Grow

Learning is built into every role here. You'll get mentorship and take ownership. 

Make Your Move

Come for a tech job. Stay for a BD career. We support exploring new fields right under our roof. 

All-Inclusive

Be yourself. That's who we're hiring. Our culture celebrates and supports the difference that makes each of us unique. It's how we build better products for the world...and career growth for you.