Sr. Customer Service Operations Associate

The primary responsibilities of this role include establishing, monitoring, and adjusting the workforce management plan to effectively distribute staff across various communication channels such as phone, chat, and web ticket queues. You will be tasked with managing staffing levels in real-time across multiple sites/entities and monitoring Adherence Alerts to ensure operational efficiency. Additionally, you will review and approve employee time-off requests, implement overtime mitigation strategies, and provide outlier reporting for coaching opportunities to enhance leadership effectiveness. Collaboration with cross-functional partners is essential to identify root causes of issues and develop repeatable processes to prevent their reoccurrence. Proactively seeking feedback from internal customers and peers is encouraged to drive strategic, procedural, and system improvements. As part of the role, you may also be assigned other duties as required. The ideal candidate should possess a degree in Business, Accounting, Finance, Psychology, or relevant work experience. A minimum of 2 years of experience in customer service, billing, or call center environments is required, as well as demonstrated experience in collaborating across multiple internal teams. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) at an intermediate to advanced level is necessary. Preferred qualifications include knowledge of workforce management practices, advanced reporting skills in Microsoft Office Suite, Tableau, or Power BI. Excellent written and verbal communication skills, independent thinking, innovation, prioritization abilities, and attention to detail are crucial for success in this role. A strong work ethic, passion for excellence, and adaptability to change are highly valued attributes. This position operates in a normal office environment, and the successful candidate should be capable of managing the physical demands associated with such a setting.,