Web Chat - Bilingual CSR

Job Purpose

The Workforce Analyst reports to the VP Workforce Management/Workforce Manager. This position reviews and supports the contact center/call center production of work volume and staffing forecast dashboards, as well as drafts comparative data on results vs. forecasts. The Workforce Analyst also identifies opportunities for improvement and partners with operations manager to recommend solutions. This position provides workforce support to manage scheduling and load balancing requirements for work peaks and valleys. Adjusts and recommendations for optimizing scheduling to maximize service and quality.

Responsibilities

• Schedule is 10:30am - 7:00pm with rotating Saturdays.

Physical Requirements/Demands

• Prolonged periods sitting at a desk, typing and working on a computer using repetitive motions.
• Standing, walking, lifting, carrying, reaching, pushing, and pulling.
• Must be able to lift 15 pounds at a time.

Competencies

• Communication - Express ideas and deliver comprehensible messages, structuring them clearly and transparently while listening actively and being empathetic. Influences and creates an impact on others and shows strong negotiating skill.
• Teamwork - Work with other, adopting collaborative and positive relationships to achieve common goals.
• Change - Accept, embrace, and drive change, and innovation while being open to different approaches, ideas, and proposals.
• Results - Meets or exceeds goals and objectives by adopting an agile, dynamic, efficient, cost-oriented approach, eagerness, and optimism to get the best results.
• Leadership - Build and lead the team toward common results, positioning oneself as a leader and role model for guiding, inspiring, and driving the performance and development of team members while spearheading a positive environment.
• Strategic Mindset - Anticipates situations in the market while embracing the company's/department's strategic vision and mission. Achieves internal and external customer loyalty by utilizing quality and suitable proposed solutions.

Why Work with Us

• Reward & Recognition - Market-competitive salaries, performance-based bonuses, and flexible benefits packages.
• Be Part of Something Big - Join a team making a significant impact in the fast-changing industry.
• Flexible Work Schedule - Help you work when you need to, accommodating life events.
• Everyone Has a Voice - Make your voice heard and valued within the organization.
• Room to Grow - Continuous learning and opportunities for career advancement.
• Make Your Move - Explore new fields and grow your career.
• All-Inclusive - Celebrate and support individual differences to foster a diverse and inclusive workplace.
• Customer Support - Flexible hours, supportive environment, and opportunities for personal and professional growth.

About Emovis

At Emovis, we offer state-of-the-art toll-based mobility solutions and associated services for urban and interurban environments. As the competence center for Abertis, a worldwide leading concessionaire managing 5000 miles of high-capacity, high-quality motorways, we look to bring the quality and efficiency Abertis demands to public sector transportation agencies. With over 40 years of experience and over 700 employees in 10 countries, we are trusted partners to Authorities and Tolling agencies worldwide.