Operations Assistant, Workforce Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and report on the performance of queues in real-time.

• Monitor the attendance line and track instances of absenteeism.

• Compile data for daily discussions with Supervisors.

• Adjust schedules to account for real-time and upcoming changes.

• Assist Workforce Management and Clinical Leadership with labor management strategies.

• Leverage queue data to deliver analytical insights and recommendations.

• Additional responsibilities as assigned.

⛳️ Requirements

• High school diploma/GED or higher.

• Associate degree or a minimum of 2 years experience in a Contact Center.

• Strong analytical skills with a functional focus.

• Expertise in process improvement within a contact center setting.

• Proficient in Microsoft applications, including Outlook and Excel.

• Extensive hands-on experience with workforce management tools.

• Capacity to manage multiple priorities with minimal supervision.

• Ability to produce well-organized, accurate, and concise documentation for organizational purposes.

🏝️ Benefits

• Medical insurance.

• Dental coverage.

• Vision insurance.

• Supplemental income insurance.

• Employer-paid disability insurance.

• Employer-paid life insurance.

• Pre-tax Flexible Spending Account (FSA) for medical and dependent care.

• 401K plan available.