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Workforce Specialist

3 months ago

Orlando, United States The National Society of Leadership and Success Full time
Job DescriptionJob Description

Imagine a community of students taking action toward their dreams and living happier lives. In this world, people are so fulfilled that they reach out and positively contribute to the lives of others. That's who we impact, and that's what we're building. Want to be a part of it?

To determine whether you'd be a good fit, ask yourself…

  • Would you like to go to work each day knowing that you are using your talents to help others and better the world?
  • Are you inspired by the thought of positively impacting tens of thousands of students each year?
  • Are you ready to work in an organization that is rapidly growing and embraces change?
  • Would you like to work with people whom you respect and can learn from every day?
  • Do you desire to work for an organization that cares about your growth, where your own drive and interests help you create your own future?

Our guiding question is: "Are we helping the greatest number of people in the greatest possible way?" Are you inspired? Let's change the world together.

This is a full-time hourly role.

Overview:

The Workforce Specialist will join a team of 100+ purpose-driven staff members in a friendly, focused, fast-paced entrepreneurial environment. The National Society of Leadership and Success (NSLS) is the US's largest accredited leadership honor society, with over 700 chapters and more than 1.5 million members. The Workforce Specialist will be responsible for managing the day-to-day operations of the Member Experience Support Team. The Workforce Specialist will ensure adherence to quality standards, deadlines, and budget while providing a best-in-class experience for employees and all we serve.

This role forms part of the Member Experience Team. The Workforce Specialist will report directly to the Director of Member Experience as a cornerstone of our virtual Customer Care Contact Center. Responsible for providing real-time and intraday oversight of contact center tools, queues, resources, and staff; this position ensures the contact center meets its goals for handling customer inquiries on time.

With a focus on intraday leadership, work assignments, and real-time adjustments based on volume and performance analysis, the Workforce Specialist is pivotal in optimizing coverage and service levels. Responsibilities include identifying and responding to intervals that require remediation to maximize coverage and service level based on skill set and priority.

Responsibilities:

  • Provide intraday reporting of all queues, tools, resources, and frontline staff to ensure compliance with SLA guidelines and contact center metrics.
  • Conduct real-time monitoring of omnichannel queues across multiple platforms, optimizing coverage and service levels through intraday leadership.
  • Ensure a top-tier experience for NSLS customers by providing feedback to the Member Experience Leadership team, coordinating short-term strategies for high call volumes, identifying training needs, and supplying analytical data to the teams.
  • Generate reports and audits on workforce performance and contact center operations, including analyzing call volume, AHT, and attendance trends. Reports will be generated from multiple contact center platforms, including but not limited to HubSpot, 8x8, and Feather/Eagle/IGNITE.
  • Update schedules and work assignments daily, making necessary adjustments based on staffing needs and workflow changes.
  • Maintain constant communication with Operations teams to coordinate staffing adjustments based on current and forecasted results.
  • Monitor agent adherence for absences that have not been captured and escalate to the Team Lead.
  • Produce daily, weekly, monthly, and annual staffing efficiency reports, evaluating agent staffing schedules and ensuring data updates into scheduling systems.
  • Create short and long-term staffing models, including "what-if" scenarios based on service level goals, AHT, etc., and provide recommendations based on analysis.
  • Enter IT/Jira Help Desk Tickets and vendor tickets related to contact center operations.
  • Perform other related duties as assigned, ensuring a commitment to excellence and delivering exceptional service to internal and external customers.

Qualifications:

  • A bachelor's degree or equivalent work experience is preferred.
  • Minimum of two years of experience performing WFM functions (specifically real-time management) in an omni-channel department/contact center environment.
  • Experience using Contact Center Tools and Resources such as (8x8 phone systems and HubSpot service hub.)
  • Experience being responsible for work assignments in a fast-paced environment with omnichannel queues, contact center schedules, and oversight of schedule adherence and contact center metrics is critical.
  • Experience creating and manipulating reporting to provide management with intraday insights.
  • Must have robust G Suite experience. There will be reporting in both Excel and Google Sheets.

The National Society of Leadership and Success is an equal opportunity employer. We are committed to diversity, equality, and inclusion.

Visit nsls.org to learn more about our organization.