Experienced Workforce Management Specialist – Customer Support at blithequark

Are you a strategic thinker with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark as an Experienced Workforce Management Specialist in Customer Support. In this pivotal role, you will play a key part in optimizing workforce management processes to enhance customer satisfaction and employee performance. About blithequarkblithequark is a leading organization that values innovation, collaboration, and customer satisfaction above all else.Our commitment to excellence has earned us a reputation as a trusted partner in the industry, and we're excited to expand our team with talented individuals who share our vision. As a remote-first company, we offer flexible working arrangements that allow you to work from anywhere, at any time, while still being part of a dynamic and supportive team. Job SummaryWe're seeking an experienced Workforce Management Specialist to join our Customer Support team at blithequark. As a key member of our team, you will be responsible for analyzing data to identify trends and patterns that affect customer service operations.You will leverage advanced workforce management tools and methodologies to develop strategies that improve performance metrics, including response times, resolution rates, and overall customer satisfaction scores. Your primary focus will be on optimizing workforce management processes to enhance customer satisfaction and employee performance. Key Responsibilities* Analyze data to identify trends and patterns that affect customer service operations* Develop strategies to improve performance metrics, including response times, resolution rates, and overall customer satisfaction scores* Collaborate with various departments to forecast demand, manage scheduling, and monitor service levels* Conduct regular reviews of service level agreements (SLAs) and key performance indicators (KPIs) to ensure compliance and operational excellence* Prepare reports and presentations for upper management, providing insights into workforce performance and making recommendations for process improvements* Work closely with team leaders to ensure that staffing levels are appropriate and that agents are trained effectively to handle customer inquiries* Create a positive work culture that encourages teamwork and collaboration while driving high standards of customer serviceEssential Qualifications* Bachelor's degree in Business Administration, Operations Management, or a related field* At least 3 years of experience in workforce management, customer service, or a related field* Proven track record of improving performance metrics, including response times, resolution rates, and overall customer satisfaction scores* Strong analytical skills, with the ability to collect and analyze data to identify trends and patterns* Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams* Ability to work in a fast-paced environment, with multiple priorities and deadlines* Strong problem-solving skills, with the ability to think critically and make sound decisionsPreferred Qualifications* Master's degree in Business Administration, Operations Management, or a related field* Experience with workforce management software, such as Workday or Oracle* Certification in workforce management, such as the Certified Workforce ManagementProfessional (CWMP) designation* Experience working in a remote or virtual environment* Familiarity with cloud-based tools and technologies, such as bolthires Web Services (AWS)Skills and Competencies* Strong analytical and problem-solving skills, with the ability to collect and analyze data to identify trends and patterns* Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams* Ability to work in a fast-paced environment, with multiple priorities and deadlines* Strong attention to detail, with the ability to ensure accuracy and quality in all work products* Ability to think critically and make sound decisions, with a focus on continuous improvement and process optimization* Strong leadership and coaching skills, with the ability to motivate and develop team membersCareer Growth Opportunities and Learning BenefitsAt blithequark, we believe in investing in our employees' growth and development.As a Workforce Management Specialist in Customer Support, you will have access to a range of training and development opportunities, including:* On-the-job training and mentorship from experienced team members* Access to cloud-based tools and technologies, such as bolthires Web Services (AWS)* Opportunities for professional development and certification in workforce management* A dynamic and supportive work environment that encourages teamwork and collaboration* A competitive salary and benefits package, including health and dental insurance, paid training, paid vacations, and a 401(k) plan with company matchingWork Environment and Company CultureAt blithequark, we value innovation, collaboration, and customer satisfaction above all else.Our company culture is built on a foundation of trust, respect, and open communication. We believe in empowering our employees to take ownership of their work and make decisions that drive results. Our work environment is dynamic and fast-paced, with multiple priorities and deadlines. However, we also prioritize work-life balance and offer flexible working arrangements to ensure that our employees can maintain a healthy and sustainable lifestyle. Compensation, Perks, and BenefitsWe offer a competitive salary and benefits package, including:* Health and dental insurance* Paid training* Paid vacations* A 401(k) plan with company matching* Flexible working arrangements, including remote work options* Access to cloud-based tools and technologies, such as bolthires Web Services (AWS)* Opportunities for professional development and certification in workforce managementIf you're a strategic thinker with a passion for delivering exceptional customer experiences, we invite you to apply for the Experienced Workforce Management Specialist – Customer Support role at blithequark.Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you!