Sr. Customer Service Operations Associate

Job Description (Beta Version)

The Sr. Customer Service Operations Associate is a key member of the business support staff and a key component of the employee’s experience. Your knowledge will be used for any combination of analytics from WFM, Payroll, Staffing, and reporting. Even before an employee is brought into the WK family, you would be working to ensure all tasks are completed for their success.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Establish, monitor, and adjust workforce management plan to properly balance staff across phone, chat, and web ticket queues
• Manage intraday staffing levels across multiple sites/entities
• Monitor real-time staffing Adherence Alerts
• Review staffing for the approval of time off from work for employees
• Overtime mitigation tactics at the employee and department level
• Outlier reporting to identify coaching opportunities for leadership
• Collaborate with cross functional partners to identify root cause of issues
• Create repeatable processes to prevent reoccurrence of such issues and escalations
• Seeks regular feedback from internal customers and peers on strategy, process, and system improvements to develop pro-active solutions to problems
• Other duties as assigned

JOB QUALIFICATIONS

Education: Degree preferred, or relevant work experience

Preferred Education:

• Degree in Business, Accounting, Finance, Psychology

Required Experience:

• A minimum of 2 years’ experience in a customer service, billing, or call center environment or
• 2 years of administrative duties. Including but not limited to: Payroll, Scheduling, Reporting, Capacity planning
• Experience collaborating across multiple internal teams
• Intermediate to advanced skills in Microsoft Office Suite (specifically:  Word, Excel, PowerPoint, Outlook).

Preferred Experience & Knowledge:

• Knowledge of Payroll or WFM Software a plus. Genesys Optimizer, Workday preferred.
• Knowledge of workforce management practices.
• Advanced reporting in Microsoft Office Suite, Tableau, Power BI

Other Knowledge, Skills, Abilities or Certifications:

• Advanced professional communication skills both written and verbal
• Demonstrated high level of independent thinking and innovation
• Demonstrated ability to prioritize, manage multiple competing priorities, and attention to people and process risks
• Strong work ethic and passion for excellence
• Ability to effectively manage change.

Physical Demands: normal office environment