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 queuesManage intraday staffing levels across multiple sites/entitiesMonitor real-time staffing Adherence AlertsReview staffing for the approval of time off from work for employeesOvertime mitigation tactics at the employee and department levelOutlier reporting to identify coaching opportunities for leadershipCollaborate with cross functional partners to identify root cause of issuesCreate repeatable processes to prevent reoccurrence of such issues and escalationsSeeks regular feedback from internal customers and peers on strategy, process, and system improvements to develop pro-active solutions to problemsOther 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 or2 years of administrative duties. Including but not limited to: Payroll, Scheduling, Reporting, Capacity planningExperience collaborating across multiple internal teamsIntermediate 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 verbalDemonstrated high level of independent thinking and innovationDemonstrated ability to prioritize, manage multiple competing priorities, and attention to people and process risksStrong work ethic and passion for excellenceAbility to effectively manage change.

Physical Demands: normal office environment