Workforce Management SupervisorPermanent
Utah, Salt Lake City - 84101Job Simplification
The announced job offer is made public by the firm: Golden Customer Care and it was included in jobs list the date of: 2022-10-22 in the website greenenergyjobsonline.com.
It is announced that they have a job offer at the category of Array and the jobs location is in the state of Utah at the city Salt Lake City, in the country US - at this current ZipCode: 84101
The information residing in this page is not directly announced by our websites, we help users in the intent of finding the jobs they want and redirect them back to jobs8 for apropriate applying to any of the jobs listed on www.greenenergyjobsonline.com.
Job Overview
WHO WE ARE
Golden Customer Care's mission is to deliver a world-class experience to every single customer with whom we interact. We are the human touchpoint for some of the largest health, wellness and beauty brands online, and we take that responsibility seriously. Through superior knowledge of our products and a drive to solve concerns quickly and thoroughly, we are able to maintain high levels of customer satisfaction. We're growing fast, but our core values remain the same as when we were founded in 2010. If you are results driven, ambitious, a creative problem-solver, have a positive energy, collaborative and team oriented, and a continuous learner we might just be the perfect place for you!
Optimize the productivity of employees by effectively forecasting labor requirements, managing staff schedules for contact center productivity and effective schedule adherence. This position is in Salt Lake City UT. It is a hybrid position (50/50).
What Your Day to Day Looks Like:
Leads the Workforce team responsible for short-term and long-term workload forecasting, scheduling, real-time resource management and proactively working to meet daily metrics by staying in constant communication with care center teams.
Ensures delivery of key metrics, staffing budgets, training requirements and performance metrics through optimization of resources, and reporting any call trends to management.
Work with Management team to Identify and implement process improvements and by leveraging technology and automations.
Executes communication strategy for regular call center results provided to the executive leadership team by demonstrating the ability to synthesize quantifiable data into easy-to-understand actionable recommendations through a consulting mind set.
Increases efficiency by recommending staffing strategies that support the needs of a multi-skilled customer contact center.
Acts as Workforce Management liaison with internal and external site operations including home-based and remote representatives, providing same-day and 7-day planning.
Partners with training and operations to coordinate all required training for the customer care center.
Directs staffing alignment and resources to ensure minimal impact to customers as a key member of the planning team.
Manages the five9 workforce management system, related telephony, and process in coordination with Information Technology for the call center. Troubleshoots issues and recommends system modifications and enhancements.
Researches and identifies potential vendor solutions that will help the business reduce contacts, reduce expenses, and improve efficiency while improving customer satisfaction.
Perform other duties as assigned
The Best Candidates Will Have:
Three plus years of experience leading highly-motivated, high-performing workforce management teams.
Five plus years of experience with forecasting, capacity planning and real-time workforce management.
Proficient with phone system reporting and scheduling tools (Five9, Clearview, Verint, Nice, IEX, Cisco) as well as Microsoft Office (Excel, Word, PowerPoint, Outlook).
Ability to demonstrate and articulate understanding of key workforce management concepts related to forecasting, capacity planning, scheduling, real-time monitoring, call routing and performance improvement.
Strong quantitative/analytical skills..
Excellent interpersonal, written, verbal and listening skills..
Absolute team player who consistently demonstrates respect, inclusion, and an open mind.
Proven ability to coach to, and drive for, results and provide strategic value.
Able to promote change by influencing and guiding others in a positive manner.
Strong project management skills..
Knowledge of Five9 WFM is a plus.
Must be able to effectively cope with typical job stress.
Must be able to establish and maintain effective working relationships with others.
Why You Should Work for Us
Here at Golden Customer Care, we work in a lively, laid back work environment with a fully stocked break room for our employees to use. We pride ourselves in our incredibly diverse workforce. We intentionally strive to cultivate, create, and celebrate a rich, vibrant, and inclusive culture of belonging where our employees feel respected and empowered. We also offer:
Competitive Hourly Rate.
Employer-paid benefits (medical, dental, vision, life)
Matching 401K plan
Highly valuable employee stock ownership plan (ESOP)
Virtual Cross Fit classes with professional coaches
Yoga and meditation breaks
Casual, "no dress code" atmosphere and an open, inspiring office space
Ongoing learning and development opportunities such as manager and employee development classes, mentorship program, and much more.
Regular celebrations and employee events
Highly interactive work with a talented, diverse, passionate team
UNLIMITED room for growth and results-based pay increases
Onsite/Covid-19 safe conditions
Equal Employment Opportunity
Golden Customer Care strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.
Hiring Practices
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Golden Customer Care recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Golden Customer Care may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.
Golden Customer Care's mission is to deliver a world-class experience to every single customer with whom we interact. We are the human touchpoint for some of the largest health, wellness and beauty brands online, and we take that responsibility seriously. Through superior knowledge of our products and a drive to solve concerns quickly and thoroughly, we are able to maintain high levels of customer satisfaction. We're growing fast, but our core values remain the same as when we were founded in 2010. If you are results driven, ambitious, a creative problem-solver, have a positive energy, collaborative and team oriented, and a continuous learner we might just be the perfect place for you!
Optimize the productivity of employees by effectively forecasting labor requirements, managing staff schedules for contact center productivity and effective schedule adherence. This position is in Salt Lake City UT. It is a hybrid position (50/50).
What Your Day to Day Looks Like:
Leads the Workforce team responsible for short-term and long-term workload forecasting, scheduling, real-time resource management and proactively working to meet daily metrics by staying in constant communication with care center teams.
Ensures delivery of key metrics, staffing budgets, training requirements and performance metrics through optimization of resources, and reporting any call trends to management.
Work with Management team to Identify and implement process improvements and by leveraging technology and automations.
Executes communication strategy for regular call center results provided to the executive leadership team by demonstrating the ability to synthesize quantifiable data into easy-to-understand actionable recommendations through a consulting mind set.
Increases efficiency by recommending staffing strategies that support the needs of a multi-skilled customer contact center.
Acts as Workforce Management liaison with internal and external site operations including home-based and remote representatives, providing same-day and 7-day planning.
Partners with training and operations to coordinate all required training for the customer care center.
Directs staffing alignment and resources to ensure minimal impact to customers as a key member of the planning team.
Manages the five9 workforce management system, related telephony, and process in coordination with Information Technology for the call center. Troubleshoots issues and recommends system modifications and enhancements.
Researches and identifies potential vendor solutions that will help the business reduce contacts, reduce expenses, and improve efficiency while improving customer satisfaction.
Perform other duties as assigned
The Best Candidates Will Have:
Three plus years of experience leading highly-motivated, high-performing workforce management teams.
Five plus years of experience with forecasting, capacity planning and real-time workforce management.
Proficient with phone system reporting and scheduling tools (Five9, Clearview, Verint, Nice, IEX, Cisco) as well as Microsoft Office (Excel, Word, PowerPoint, Outlook).
Ability to demonstrate and articulate understanding of key workforce management concepts related to forecasting, capacity planning, scheduling, real-time monitoring, call routing and performance improvement.
Strong quantitative/analytical skills..
Excellent interpersonal, written, verbal and listening skills..
Absolute team player who consistently demonstrates respect, inclusion, and an open mind.
Proven ability to coach to, and drive for, results and provide strategic value.
Able to promote change by influencing and guiding others in a positive manner.
Strong project management skills..
Knowledge of Five9 WFM is a plus.
Must be able to effectively cope with typical job stress.
Must be able to establish and maintain effective working relationships with others.
Why You Should Work for Us
Here at Golden Customer Care, we work in a lively, laid back work environment with a fully stocked break room for our employees to use. We pride ourselves in our incredibly diverse workforce. We intentionally strive to cultivate, create, and celebrate a rich, vibrant, and inclusive culture of belonging where our employees feel respected and empowered. We also offer:
Competitive Hourly Rate.
Employer-paid benefits (medical, dental, vision, life)
Matching 401K plan
Highly valuable employee stock ownership plan (ESOP)
Virtual Cross Fit classes with professional coaches
Yoga and meditation breaks
Casual, "no dress code" atmosphere and an open, inspiring office space
Ongoing learning and development opportunities such as manager and employee development classes, mentorship program, and much more.
Regular celebrations and employee events
Highly interactive work with a talented, diverse, passionate team
UNLIMITED room for growth and results-based pay increases
Onsite/Covid-19 safe conditions
Equal Employment Opportunity
Golden Customer Care strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.
Hiring Practices
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Golden Customer Care recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Golden Customer Care may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.
Employer Overview
Golden Customer Care
Utah, Salt Lake City - 84101- Agency