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!
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
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.
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
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
HomeServe USA is an affirmative action / equal opportunity employer.