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Not specified
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Role Overview:
- Focus on optimizing customer service operations through real-time monitoring and workforce management.
- Leverage data and AI tools to ensure service reliability and operational stability.
- Collaborate with cross-functional teams to drive measurable outcomes.
Key Responsibilities:
- Monitor real-time metrics such as service levels, handle time, and schedule adherence.
- Adjust staffing and resources based on demand and unexpected events.
- Create dashboards and reports to communicate performance and risks.
Qualifications:
- Minimum 5 years in workforce management or contact center analytics.
- Proficiency in Excel, PowerPoint, and workforce management platforms like NICE CXone.
- Strong analytical and communication skills.
Benefits:
- Competitive compensation and remote work flexibility.
- Comprehensive medical, dental, and vision insurance.
- 401(k) matching, PTO, and wellness programs.
Unknown
Our partner is a healthcare-focused organization dedicated to improving patient access and experiences through optimized customer service operations. They operate in a fast-paced, regulated environment, leveraging AI-enabled tools and a collaborative culture.