Remote Customer Service Workforce Specialist

Summary

Join our team as a Workforce Specialist to forecast staff needs, fill requirements for each line of business, and ensure that the current workforce has the skills and training needed to fulfill operational needs.

Requirements

• Bachelor's Degree in technical fields or equivalent relevant work experience
• 3-4 years of progressive experience in the field of workforce management, real-time analysis within a Customer Service team
• Experience in managing staff forecasts and scheduling, in a multilingual and multi-skilled environment across different lines of business
• Linguistic Skills: Spanish & English: Professional fluency. Other languages are a plus

Responsibilities

• Work together with the rest of Operations team, Human Resources and other cross-functional teams to forecast the staff needs
• Fill the requirements for each line of business
• Liaise with the training team to ensure that the current workforce has the skills and training needed to fulfill the operational needs of the different projects
• Create a scheduling process to ensure that our operation is covered for each line of business
• Make the necessary daily adjustments to customer service agents' workloads to ensure that no backlog accumulates

Benefits

• Top-notch private health insurance — includes dental and psychological services
• Full-time, permanent contract
• Flexible time off, no blackout dates, plus your birthday, Christmas' Eve and New Year's Eve off
• Remote work OR come into the office if you prefer!
• Flextime (7 – 9:30 a.m. / 3:30 – 7:30 p.m)
• 35-hour week in July and August (free afternoons here we come!)
• Enhanced career path designed just for you
• External training budget