Senior Customer Service Scheduling Specialist at arenaflex

Unlock Your Potential in arenaflex's Dynamic Workforce Management Team

Are you a seasoned scheduling expert with a passion for driving efficiency and excellence in customer service? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join arenaflex's Workforce Management (WFM) team as a Senior Customer Service Scheduling Specialist.

About arenaflex

arenaflex is a leading innovator in the customer service industry, dedicated to delivering exceptional experiences for our customers and employees alike. Our commitment to diversity, equity, and inclusion creates a vibrant and inclusive work environment where everyone feels valued and empowered to succeed. As a Senior Customer Service Scheduling Specialist, you'll be part of a dynamic team that's shaping the future of customer service.

Key Responsibilities:

As a Senior Customer Service Scheduling Specialist, you'll play a critical role in ensuring our teams are optimally staffed to support our customers. Your expertise in scheduling and workforce planning will help drive efficiency, maintain service level agreements (SLAs), occupancy, overtime (OT), and voluntary time off (VTO) projections, and provide insights into risks and opportunities. Your responsibilities will include:

• Analyzing Planning Inputs: Use models to analyze planning inputs to drive an accurate alignment to demand and staffing structure to meet or exceed schedule efficiency targets.
• Generating Schedules: Generate schedules on a regular basis to improve efficiency of resources to demands by producing efficiency based on a balance of SLAs and occupancy with an extended outlook.
• Coordinating New Hire Schedules: Coordinate with recruiting the development of new hire schedules at the beginning of the new hire cycles.
• Improving Agent Satisfaction: Support programs to improve agent satisfaction with scheduling flexibility while maintaining general business requirements to meet customer SLAs.
• Reporting and Analysis: Generate routine reports on scheduling performance, occupancy rates, OT, VTO, and other key metrics.
• Effective Communication: Communicate effectively with peers and those we support in the business to ensure high-quality and timely completion of work requests.
• Troubleshooting: Support inquiries from site management and agents in a timely and accurate manner.
• Root Cause Analysis: Provide analysis, root cause, and suggested action plan for trouble shooting performance activities/defects to related teams, operations through senior contact center leadership.
• Planning Variance Analysis: Prepare and deliver planning variance analysis to reconcile service level (supply and demand) results versus expectations to identify corrective measures are taken to minimize non-SLA target or high occupancy periods.
• Ambassador of arenaflex's Operating Principles: Be an ambassador of the spirit and intent of the arenaflex Operating Principles.
• Additional Assignments: Support other assignments as directed.

Requirements:

To succeed in this role, you'll need:

• 2+ years of Call Center Workforce Management or Scheduling/Planning Experience: Proven experience in workforce management or scheduling/planning in contact centers.
• Hands-on Experience with WFM and ACD Systems: Familiarity with workforce management and ACD systems (e.g., NICE, Cisco, etc.).
• Data-Driven Decision Making: Ability to make agile judgments based on data-driven decisions on situations contact center performance results and variations to planning.
• Microsoft Office Suite Proficiency: Proficient in Microsoft Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch.
• Attention to Detail: Strong attention to detail with the ability to handle multiple tasks and priorities.
• Effective Communication: Good verbal and written communication skills, with a focus on clear and concise reporting.
• Independence and Time Management: Ability to work independently and meet deadlines.

Preferred Qualifications:

* Data Analysis Experience: Experience capturing, storing, and reporting historical statistics (call volumes, AHT, service level, forecast accuracy, etc.).

• Data Management Skills: Proficient in data management (SQL, Python, VBA, Tableau, macros, pivot tables, pivot charts).

Why Join arenaflex?

* Equal Opportunity Employer: arenaflex prioritizes equal opportunity, diversity, and inclusion for all Team Members.

• Dynamic Work Environment: Join a dynamic team that's shaping the future of customer service.
• Career Growth Opportunities: arenaflex offers opportunities for career growth and professional development.
• Competitive Compensation and Benefits: Enjoy competitive compensation and benefits packages.
• Flexible Work Arrangements: arenaflex offers flexible work arrangements to support work-life balance.

How to Apply:

If you're a motivated and experienced scheduling expert looking for a new challenge, apply now to join arenaflex's Workforce Management team as a Senior Customer Service Scheduling Specialist. Apply for this job