Operational Efficiency Specialist
4 days ago
Job Overview
HelloConnect is seeking a highly skilled Operational Efficiency Specialist to join our workforce management team. In this role, you will play a key part in driving operational excellence and improving customer satisfaction across our contact centers.
Key Responsibilities
- Develop and execute real-time strategies to optimize staffing levels, ensuring that our customer service agents meet defined performance targets daily.
- Identify and analyze intraday trends, providing actionable insights to business units on resource allocation and KPI impact.
- Collaborate with supervisors to manage staff break schedules, schedule swaps, and allocate resources during low-call volume periods.
- Implement break optimization and re-scheduling of daily exceptions to meet scheduling requirements.
- Conduct regular skill audits to ensure accurate staffing alignment.
- Communicate management team information to inform real-time resource adjustments.
- Coordinate non-production activities while maintaining productivity and service level goals.
- Document and track workflow processes for accurate process management.
- Guarantee accurate, reliable, and timely reporting.
- Monitor overall office adherence to work schedules and alert supervisors of non-adherence.
- Investigate extended call states across all queues.
- Track performance, schedule adherence, overtime, absenteeism, productivity, and technical issues.
- Proactively address system outages, technical issues, or unexpected staffing challenges.
Requirements
- Strong analytical and problem-solving skills.
- Excellent communication and collaboration abilities.
- Capacity to work in a fast-paced environment with multiple priorities.
- Familiarity with workforce management systems and tools.
- Experience in contact center operations or a related field.
About Us
HelloConnect is a pioneering provider of cloud-based contact center solutions. Our mission is to deliver exceptional customer experiences through innovative technology and people-centric approaches.
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