Customer Service Senior Representative - Remote

Overview

The Customer Service Senior Representative is responsible for building and maintaining relationships with business partners, analyzing call performance trends, and ensuring adherence to workforce strategies.

In Short

• Build and maintain relationships with operational partners.
• Analyze call performance trends and provide insights for improvement.
• Ensure advocates are assigned to appropriate skill groups.
• Manage requests in Verint Workforce Optimization.
• Monitor real-time schedule adherence and staffing levels.
• Conduct biweekly meetings with supervisors.
• Assist with training activities in learning management systems.
• Support coverage for colleagues who are out of the office.
• Communicate reminders and process updates.
• Participate in team meetings for workforce planning.

Requirements

• High School Diploma required; Bachelor’s degree preferred.
• Minimum one year of experience in workforce coordination.
• Strong business acumen and multitasking ability.
• Proficiency in Microsoft Office, especially Excel.
• Excellent verbal and written communication skills.
• Detail-oriented with strong organizational skills.
• Experience coaching peers preferred.
• Ability to adapt to change positively.
• Must have a reliable internet connection.
• Willingness to support flexible working hours as needed.

Benefits

• Opportunity to work from home.
• Flexible work schedule.
• Engagement in a dynamic work environment.
• Participation in a supportive team culture.
• Access to training and development opportunities.