CS Workforce Specialist II (Customer Service)

TL;DR

CS Workforce Specialist II (Customer Service): Managing real-time staffing and queue efficiency for Pharmacy Operations with an accent on resource optimization and SLA adherence. Focus on call volume forecasting, intraday adjustments, and performance reporting to ensure operational stability.

Location: Hybrid, hubbed at Pittston, PA or Louisville, KY

Company

hirify.global is one of the fastest-growing e-commerce retail businesses and Pet Pharmacy in the United States.

What you will do

• Perform real-time monitoring and intra-day adjustments to improve resource efficiency and achieve service level goals.
• Supervise queues, manage staffing schedules, and plan seating capacity for shifts.
• Produce daily, weekly, monthly, and annual call volume forecasts for multi-site operations.
• Manage, track, and report on operational performance and business metrics to leadership.
• Coordinate with Pharmacy Operations teams to align staffing with current and forecasted results.

Requirements

• Minimum 1 year of WFM experience (specifically real-time management and/or scheduling) in a multi-department or multi-site contact center.
• Proven proficiency in manipulating data and creating reports and visualizations from scratch.
• Functional knowledge of WFM software such as NICE IEX, Calabrio, or Verint.
• Excellent understanding of Excel and other Windows-based productivity programs.
• Must be based in or able to work from the Pittston, PA or Louisville, KY hubs.

Culture & Benefits

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