Job Purpose: The WFO Site Specialist is responsible for monitoring real time CSR schedule adherence and working with local recruiting and site CCO to assign CSRs to schedules.
Job Duties: • Monitors real-time CSR schedule adherence. • Assigns CSR schedules for new and existing CSRs. • Creates and assigns overtime schedules as necessary. • Schedules all requested CSR coaching sessions. • Enters and manages site-level CSR exceptions, schedules changes and time off requests. • Develops, monitors and compares daily and intraday metric of contact volume, half-hourly contact volume patterns, average contact handle time, caseloads, number of outbound attempts, and service level targets. • Maintains weekly CSR headcount, channel language queue. • Monitors intraday performance. • Reports any contact volume and/or average handle time anomalies to WFO Site Supervisor.
Job Requirements: • Associates degree or equivalent work experience preferred. • Minimum 2 years customer service, leadership and team interaction skills are required. • Must have PC skills (Microsoft Office) with an emphasis on Excel. • Experience with WFO tool. • Must have demonstrated leadership skills and good interpersonal skills • Demonstrated oral and written communication skills • Ability to prioritize and complete tasks within established contractual service levels required • Proven ability to work as a team member • Flexibility and wiling to perform other duties as assigned. • Embrace our winning Pearl Culture which promotes our employees’ desires and efforts to serve our consumers, coworkers, clients and community by exhibiting our Pearl values of customer satisfaction, teamwork & family atmosphere, quality, respect, transparency and innovation.