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 future of our workforce management strategy. If you're passionate about workforce management, possess a solid understanding of contact center demand, workload, staffing, and scheduling, and are eager to make a meaningful impact, 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 strive to create a workplace where everyone feels valued, respected, and empowered to succeed. Our team is passionate about delivering exceptional results, and we're looking for like-minded individuals to join our journey.
**Job Summary**
As an Experienced Workforce Management Specialist II, you'll be responsible for managing CS Operations and Customer Experience through real-time performance management, agent utilization, intermediate reporting, and insights delivery. You'll provide leadership teams with timely, accurate reports on intraday performance and impacts to maximize the ability for customer service to achieve their business objectives.
**Key Responsibilities**
* Real-time Monitoring of Customer Service demand and staffing variations
* Oversee and manage countermeasures to minimize planning variances of arenaflex customer service, including making decisions on allocation of resources, priority of volume, and channel engaging reserve teams to maximize customer experience and service levels
* Oversee and manage real-time response to events such as technical outages, application failures, unanticipated facilities closures, safety-related incidents, and escalates to appropriate internal and external teams when needed
* Deliver bridge synopsis, insights, and plan of action for performance activities multiple times per day to a wide range 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 make best decisions in the moment
* Monitor real-time adherence to schedules for call center associates
* Communicate effectively with internal and external 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-quality and timely completion of work requests
* Connect with agents and emergency contacts when needed to confirm presence
* 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 Quality 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, staffing, and scheduling
* Confident making decisions in ambiguous situations without specific direction on how to reach a solution
* Proficient in Microsoft Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch
* Excellent verbal and written communication with the ability to empathize and deliver clear, concise messaging
* Flexibility to participate in a schedule required to support a 24x7 contact center
* Ability to make agile judgment decisions based on changing contact center performance conditions
* Ability to maintain confidentiality of sensitive information
**Preferred Qualifications**
* Experience with Workforce Management platform (e.g., Kronos, Verint, or IEX)
* Proficient in data management, SQL, Python, VBA, Tableau, macros, pivot tables, and pivot charts
**What We Offer**
* Competitive salary and benefits package
* Opportunity to work with a dynamic and innovative team
* Collaborative and inclusive work environment
* Professional development and growth opportunities
* Recognition and rewards for outstanding performance
* Comprehensive training and onboarding program
* Access 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 innovative team, please submit your application, including your resume and cover letter, to [CAARchewycom](mailto:CAARchewycom). We can't wait to hear from you!
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment where everyone feels valued, respected, and empowered to succeed. If you have a disability under the Americans with Disabilities Act or similar law and need an accommodation during the application process or to perform the job requirements, please contact [CAARchewycom](mailto:CAARchewycom).
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