CS Workforce Specialist III

TL;DR

CS Workforce Specialist III (Workforce Management): Coordinating operational performance and progression metrics in call centers with an accent on workforce management systems and standardized protocols. Focus on real-time response to events, data integrity, and optimizing resource allocation to ensure seamless contact center operations.

Location: Must be based in or able to commute to Louisville, KY or Pittston, PA (Hybrid role)

Company

hirify.global is a leading e-commerce company dedicated to providing pet products and services with a focus on customer experience.

What you will do

• Perform real-time adherence and time operations duties to ensure contact center efficiency.
• Audit performance reports for completion, timeliness, and accuracy.
• Coordinate countermeasures to minimize planning variances and optimize resource allocation.
• Lead real-time responses to incidents such as technical outages or facility closures.
• Provide root-cause analysis and action plans to senior leadership regarding performance activities.
• Drive effective communication across customer service channels including alerts, reports, and chats.

Requirements

• Must be based in or able to commute to Louisville, KY or Pittston, PA
• 4+ years of customer service experience
• 1+ years of supervisory or management experience
• 2+ years of experience working with WFM teams or processes in a contact center
• 2+ years of experience with Workforce Management platforms like Kronos, Verint, or IEX
• Expert understanding of contact center demand, staffing, and scheduling concepts

Nice to have

• Advanced experience in data management including SQL, Python, VBA, Tableau, macros, and pivot tables

Culture & Benefits

• Employee 20% discount program for pet needs
• Climate-controlled work environment
• Career growth and promotion opportunities
• Insurance eligibility starting the 1st of the month
• Team building events and company-sponsored luncheons