Join our Customer Experience team and be part of a dynamic environment where you’ll help jewelers worldwide create unforgettable moments for their customers!
The Customer Care Operations team supports call center excellence by partnering with leadership to optimize staffing, streamline training, and ensure a balance of structure and flexibility.
The team drives performance through data-driven planning, ongoing development, and real-time workforce management.
As the CX Workforce Management Specialist, you will support call center operations by driving data-informed staffing, scheduling, and quality strategies.
You’ll collaborate with leadership to optimize performance, streamline reporting, and ensure effective workforce planning across all service channels.
Key Responsibilities:
Create and analyze reports to inform staffing and performance decisions.
Develop and implement skilling and scheduling plans across sites.
Identify and deploy tools and process improvements to boost efficiency.
Monitor workforce performance and recommend system/process updates.
Standardize reporting and streamline data sources for consistency.
