Job Description
Join arenaflex, a leading e-commerce company, as a Customer Service Workforce Specialist II and play a vital role in delivering exceptional customer experiences. As a key member of our Customer Service team, you will be responsible for managing CS Operations, Customer Experience, and Agent performance through real-time performance management, agent utilization management, reporting, and analytics. If you have a passion for customer service, a knack for data analysis, and excellent communication skills, we encourage you to apply for this exciting opportunity. **About arenaflex** arenaflex is a rapidly growing e-commerce company that is revolutionizing the way people shop online. With a commitment to customer satisfaction and a passion for innovation, we are constantly pushing the boundaries of what is possible in the world of e-commerce. Our team is made up of talented individuals from diverse backgrounds who share a common goal: to deliver exceptional customer experiences and drive business growth. **Job Summary** As a Customer Service Workforce Specialist II, you will be responsible for analyzing business activities in real-time, re-forecasting, and executing countermeasures to maximize balance of service levels and occupancy. You will also be responsible for making necessary adjustments in staffing plans, coordinating with operations teams, and delivering bridges, synopsis, insights, and plans of action for forecasting and planning and operational activities intraday and post-mortem. Additionally, you will oversee and manage real-time response to events such as technical outages, application failures, and unanticipated facilities closures, and collaborate with Operations and WFM teammates to identify areas of innovation and continuous improvement opportunities in forecasting, planning, and executions of customer service activities. **Key Responsibilities** * Continuously analyze business activities in real-time, re-forecasting, and executing countermeasures to maximize balance of service levels and occupancy * Make necessary adjustments in staffing plans and coordinate with operations teams to achieve service level goals and business objectives * Deliver bridges, synopsis, insights, and plans of action for forecasting and planning and operational activities intraday and post-mortem to support continuous improvement of Customer Service performance results * Oversee and manage real-time response to events such as technical outages, application failures, and unanticipated facilities closures * Collaborate with Operations and WFM teammates to identify areas of innovation and continuous improvement opportunities in forecasting, planning, and executions of customer service activities * Engage in Chewtopian level communications with agents and operations when monitoring/addressing agent behaviors in a consistent and supportive engagement * Create a positive work environment that fosters successful customer service team performance * Display empathy, patience, and understanding while providing accurate guidance to agents and teammates * Be an ambassador of the spirit and intent of the arenaflex Operating Principles * Commit to learning and developing yourself to better arenaflex as a whole * Expand knowledge to execute solid tactical Real Time Management understanding & application * Support any assignments as needed **Essential Qualifications** * 2+ years call center Workforce Management experience in contact centers or equivalent experience * Solid understanding and competency of real-time management of a contact center, including managing agent availability, forecast v. actual for volume, handle time, and capacity to deliver balanced business-targeted SLAs and Occupancies * Uses solid understanding of key business indicators such as response time, efficiency, and optimization metrics and productivity to make best decisions in the moment without additional supervisory review * Understanding of prescriptive and descriptive analysis, predictive analysis, fundamentals of statistics, forecasting, and data architecture * Confident making decisions in ambiguous situations without specific direction on how to reach a solution based on changing contact center performance conditions * Good written and verbal communications to be able to work with all levels of the Customer Service Organization clearly and concisely from agent to Senior Leadership * Proficient in Microsoft Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch * Flexibility to participate in a schedule required to support a 24x7 contact center (open schedule availability for 1st, 2nd, or 3rd shift) * 1 year+ Experience with Workforce Management (back office functionality) platform is recommended (e.g. Kronos, Verint, or NICE) * Ability to work independently and meet deadlines **Preferred Qualifications** * Associates degree or higher in business administration, finance, or statistics * Proficient in data management - SQL, Python, VBA, Tableau, macros, pivot tables, pivot charts **Work Environment and Company Culture** arenaflex is committed to creating a positive and inclusive work environment that fosters collaboration, innovation, and growth. Our team is made up of talented individuals from diverse backgrounds who share a common goal: to deliver exceptional customer experiences and drive business growth. We offer a range of benefits and perks, including: * Competitive salary and bonus structure * Comprehensive health and wellness benefits * Flexible work arrangements, including remote work options * Professional development opportunities, including training and education programs * Recognition and rewards for outstanding performance * Access to cutting-edge technology and tools * Collaborative and dynamic work environment **Compensation and Benefits** arenaflex offers a competitive salary and bonus structure, as well as a range of benefits and perks. Our compensation package includes: * Competitive salary * Bonus structure based on performance * Comprehensive health and wellness benefits * Flexible work arrangements, including remote work options * Professional development opportunities, including training and education programs * Recognition and rewards for outstanding performance * Access to cutting-edge technology and tools * Collaborative and dynamic work environment **How to Apply** If you are a motivated and results-driven individual with a passion for customer service and data analysis, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you! **Equal Opportunity Employer** arenaflex is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected]. Apply for this job