HomeServe USA

  • Workforce Specialist

    Job Locations US-TN-Chattanooga
    Job ID
    2018-2955
    Category
    Contact Center Operations
  • Overview

    HomeServe USA, ranked as a 2017 Top Work Place, provides emergency repair plans which are like roadside assistance for your home.  Our vision is to become the top-of-mind solution for consumers when something goes wrong in their home.  Our incredible growth is fueled by a dynamic team who values collaboration, innovation and delivering exceptional customer service, all while working in a fun and friendly environment. HomeServe USA is part of a global organization that serves millions of customers in the US, UK, France, Italy and Spain.  Come see why you should work for HomeServe USA!

    Responsibilities

    The Workforce Specialist, reports to the Workforce Supervisor, and is responsible for monitoring and analyzing staffing and performance statistics.

     

    Real-Time Management of staffing and call volumes:

    Adjust schedules, manage all offline activities & skilling from a real-time perspective based on service levels and occupancy
    Timely and accurately processing of exception requests
    Partner with Operations to drive productivity and performance
    Administer and monitor outbound dialing campaigns


    Reporting:

    Provide daily, weekly, monthly reporting on: service levels, call volume, handle time, average speed of answer, abandon rates, absenteeism, adherence, overtime, down-staffing, etc. 
    Analyze trending and suggest enhancements to the leadership team
    Provide ad hoc reports upon request.

    Qualifications

    Job Requirements:

    High school degree or equivalent; college degree preferred
    Adept at managing multiple priorities and tasks in a fast-paced environment
    Good analytical skills
    Able to work a flexible schedule
    Exemplary Attendance
     

    Desired Skills:

    Excellent communication and interpersonal skills
    Proficient in the use of Excel
    Ability to analyze day-to-day results and visualize the bigger picture
    Experience dealing with outsourced partners or multi-site call center locations is a plus
    Call Center Workforce experience

    In return we offer

    • Competitive compensation
    • Career development and advancement opportunities
    • Business-casual attire throughout the week
    • Friendly, open and team oriented work atmosphere
    • Excellent benefits including generous medical, vision, dental and life & disability insurance
    • 401(k) plan with a company match

     

    HomeServe USA is an affirmative action / equal opportunity employer.

     

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