Senior Customer Service Scheduling Specialist – Workforce Management Expert

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a Senior Customer Service Scheduling Specialist, you'll play a pivotal role in driving our teams' success by leveraging your expertise in scheduling and workforce planning. If you're passionate about optimizing resources, fostering a positive work environment, and driving business growth, we want to hear from you!

About arenaflex

arenaflex is a leading innovator in the customer service industry, dedicated to providing unparalleled experiences for our customers and employees alike. Our commitment to diversity, equity, and inclusion has earned us a reputation as a top employer, and we're proud to be an equal opportunity workplace. With a focus on employee growth and development, we offer a dynamic and supportive environment that encourages innovation and creativity.

Key Responsibilities

As a Senior Customer Service Scheduling Specialist, you'll be responsible for:

• Analyzing Planning Inputs: Use data-driven models to analyze planning inputs and drive accurate alignment to demand and staffing structure, ensuring we meet or exceed schedule efficiency targets.
• Generating Schedules: Develop and generate schedules on a regular basis to improve resource efficiency, balancing SLAs and occupancy while maintaining an extended outlook.
• Coordinating New Hire Schedules: Collaborate with recruiting to develop new hire schedules at the beginning of new hire cycles, ensuring a seamless onboarding experience.
• Improving Agent Satisfaction: Support programs to enhance 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, providing actionable insights to drive business growth.
• Effective Communication: Communicate effectively with peers and stakeholders to ensure high-quality and timely completion of work requests.
• Troubleshooting and Root Cause Analysis: Provide analysis, root cause, and suggested action plans for troubleshooting performance activities/defects, collaborating with related teams and senior contact center leadership.
• Planning Variance Analysis: Prepare and deliver planning variance analysis to reconcile service level (supply and demand) results versus expectations, identifying corrective measures to minimize non-SLA targets or high occupancy periods.
• Ambassador for arenaflex Operating Principles: Embody the spirit and intent of the arenaflex Operating Principles, promoting a culture of excellence and customer-centricity.
• Additional Assignments: Support other assignments as directed by senior leadership.

Essential Qualifications

To succeed in this role, you'll need:

2+ years of experience

in call center Workforce Management or scheduling/planning, with a proven track record of driving efficiency and improving customer experiences.

Hands-on experience

with workforce management and ACD systems, such as NICE, Cisco, or similar platforms.

• Agile decision-making: Ability to make data-driven decisions on contact center performance results and variations to planning.
• Microsoft Office Suite proficiency: Proficient in 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

If you have:

• Data analysis experience: Capturing, storing, and reporting historical statistics (call volumes, AHT, service level, forecast accuracy, etc.).
• Data management skills: Proficiency in SQL, Python, VBA, Tableau, macros, pivot tables, and pivot charts.
• Passion for diversity and inclusion: Commitment to equal opportunity, diversity, and inclusion for all Team Members.

What We Offer

As a Senior Customer Service Scheduling Specialist at arenaflex, you'll enjoy:

• Competitive compensation and benefits: Comprehensive benefits package, including medical, dental, and vision coverage, 401(k) matching, and paid time off.
• Opportunities for growth and development: Regular training and development opportunities to enhance your skills and advance your career.
• Collaborative and dynamic work environment: Supportive team culture that encourages innovation, creativity, and open communication.
• Recognition and rewards: Recognition programs and rewards for outstanding performance and contributions to the team.

How to Apply

If you're passionate about delivering exceptional customer experiences and driving business growth, we want to hear from you! Apply now to join our team as a Senior Customer Service Scheduling Specialist and take the first step towards a rewarding and challenging career at arenaflex. Apply Now! Apply for this job