SGS Technologie · 21 hours ago
Workforce Specialist
St. Petersburg, FL
Contract
Hybrid
Mid Level
3+ years expSGS Technologie is looking for a Workforce Management Specialist for their Financial Client. The role involves monitoring real-time queues, making workflow adjustments, and analyzing performance trends to enhance operational effectiveness.
AnalyticsAppsDigital MarketingInternetSEOSoftwareWeb AppsWeb DesignWeb DevelopmentWeb Hosting
Hiring Manager
Fathima Nuzha
Responsibilities
Monitor real-time phone queues, processing queues, and departmental inboxes for a medium to large-sized departments to ensure service levels are consistently met
Independently assess and adjust workflows in real time in response to call, processing, and email volume fluctuations, ensuring appropriate daily resource coverage
Generate ad hoc, daily, weekly, and monthly reports detailing departmental and individual associate SLA performance
Proactively identify performance trends affecting departmental operations and collaborate with leadership to implement effective, data-driven solutions
Monitor schedule adherence, providing both real-time updates and trend analysis to support departmental management decisions. Coordinate directly with leadership and frontline associates
Partner with departmental leadership to identify and implement strategies that enhance workforce optimization
Evaluate and observe departmental processes to detect inefficiencies and offer actionable recommendations for improvement
Continuously seek opportunities to refine and streamline workflows, driving greater operational efficiency
Process agent schedule change requests submitted by department leadership, ensuring timely and accurate updates to workforce scheduling systems
Perform additional duties, special projects, and responsibilities as assigned
Qualification
Required
Minimum of an Associate's Degree is required
Minimum of three (3) years of professional office experience, including at least one (1) year in a contact center environment
Workforce management experience is required
Real-time phone, processing, and email queue monitoring
Call center operations, including related workflows such as processing queues and email handling—preferably within a financial services environment
Workforce management practices, including familiarity with scheduling tools and software
Microsoft 365 (specifically Outlook, Word, Excel, PowerPoint, and Copilot) is required
Effectively monitoring phone, processing, and email queues within a medium-sized operations center
Applying strong problem-solving, judgment, and critical thinking skills in dynamic operational environments
Making sound decisions when managing competing priorities across multiple stakeholders
Thrive in a fast-paced environment with rapidly shifting priorities
Maintain a high level of organization, with strong attention to detail and an emphasis on accuracy and timeliness
Systematically organize information and follow established procedures with precision
Quickly learn and adapt to new software applications
Apply analytical skills, particularly in workforce forecasting and operational trend analysis
Work independently with minimal supervision, while also collaborating effectively within a team—even under pressure or while managing multiple tasks simultaneously
Communicate clearly and professionally, both verbally and in writing, with colleagues, leadership, and cross-functional teams
Preferred
Experience with WFM software, especially IEX and NICE CXone
Benefits
Laptop provided
Company
SGS Technologie
SGS Technologies is a web design and development company that offers a range of web development and optimization services to its clients.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Arun Venkatesan
CEO
Karthikeyan Lakshmanan, CSM
Client Partner
Recent News
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