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Talent Management Specialist

2 months ago


Orlando, Florida, United States The National Society of Leadership and Success Full time
Job Overview

Join a vibrant community dedicated to empowering individuals to pursue their aspirations and enhance their well-being. We are on a mission to create a world where people thrive and positively influence those around them. Are you ready to contribute to this vision?

Consider the following questions to see if this role aligns with your aspirations:

  • Do you want to leverage your skills to make a meaningful difference in the lives of others?
  • Are you motivated by the opportunity to impact a large number of individuals each year?
  • Are you eager to be part of a dynamic organization that values growth and adaptability?
  • Would you enjoy collaborating with colleagues whom you admire and can learn from?
  • Do you seek a workplace that prioritizes your professional development and encourages you to shape your own career path?

Our core principle is: "Are we maximizing our positive impact on the greatest number of individuals?" If this resonates with you, let’s work together to make a difference.

This is a full-time hourly position.

Position Summary:

The Workforce Specialist will be an integral part of a team of over 100 dedicated professionals in a supportive, fast-paced entrepreneurial setting. The National Society of Leadership and Success (NSLS) stands as the largest accredited leadership honor society in the United States, boasting over 700 chapters and more than 1.5 million members. In this role, you will oversee the daily operations of the Member Experience Support Team, ensuring compliance with quality standards, timelines, and budgetary constraints while delivering an exceptional experience for both employees and members.

This position is a key component of the Member Experience Team, reporting directly to the Director of Member Experience. As a vital part of our virtual Customer Care Contact Center, the Workforce Specialist will provide real-time and intraday management of contact center tools, queues, resources, and personnel, ensuring that we meet our objectives for timely customer support.

With a focus on real-time leadership, task assignments, and immediate adjustments based on performance metrics, the Workforce Specialist plays a crucial role in enhancing service levels and coverage. Key responsibilities include:

Key Responsibilities:

  • Deliver intraday reporting on all queues, tools, resources, and staff to ensure adherence to SLA guidelines and contact center performance metrics.
  • Monitor omnichannel queues in real-time across various platforms, optimizing service levels through effective leadership.
  • Enhance the customer experience by providing constructive feedback to the Member Experience Leadership team, coordinating strategies for peak call volumes, identifying training requirements, and supplying analytical insights.
  • Generate comprehensive reports and audits on workforce performance and contact center operations, analyzing call volume, average handling time (AHT), and attendance trends using multiple contact center platforms.
  • Update daily schedules and work assignments, making necessary adjustments based on staffing needs and workflow dynamics.
  • Maintain ongoing communication with Operations teams to align staffing adjustments with current and projected results.
  • Monitor agent adherence for unreported absences and escalate issues to the Team Lead.
  • Produce staffing efficiency reports on a daily, weekly, monthly, and annual basis, evaluating agent schedules and ensuring timely updates in scheduling systems.
  • Develop short and long-term staffing models, including scenario analyses based on service level objectives and AHT, providing recommendations based on findings.
  • Submit IT/Jira Help Desk Tickets and vendor requests related to contact center operations.
  • Perform additional related duties as assigned, ensuring a commitment to excellence and delivering outstanding service to both internal and external stakeholders.

Qualifications:

  • A bachelor's degree or equivalent professional experience is preferred.
  • At least two years of experience in workforce management functions, particularly real-time management, within an omni-channel contact center environment.
  • Familiarity with contact center tools and resources, such as 8x8 phone systems and HubSpot service hub.
  • Proven experience managing work assignments in a fast-paced environment with omnichannel queues and oversight of schedule adherence and contact center metrics.
  • Experience in creating and analyzing reports to provide management with real-time insights.
  • Proficient in G Suite, with a strong emphasis on reporting in both Excel and Google Sheets.

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

For more information about our organization, please visit our website.