CX Workforce Specialist at STULLER INC in Lafayette, Louisiana

Job Description:

Stuller, Inc. is the largest jewelry manufacturing and distribution facility in the United States and a pioneering force in the domestic and international jewelry sectors. The position of CX Workforce Management Specialist is responsible for optimizing workforce performance and enhancing customer experience under the leadership of the Customer Care Operations Support Manager.
Key Responsibilities:

Analyze workforce data to identify trends and opportunities for improvement.
Develop skilling plans tailored to each call center site to ensure optimal service coverage.
Lead projects aimed at enhancing planning and execution efficiency across business units.
Implement workforce management tools and technologies to improve operational accuracy.
Monitor performance metrics and identify areas for productivity and quality enhancements.
Conduct quality reviews across multiple communication channels and provide feedback to leadership.
Manage scheduling processes to ensure appropriate call center staffing and performance.
Communicate effectively with internal and external stakeholders in alignment with company policies.

Minimum Qualifications:

Bachelor's degree preferred.
5+ years of call center experience or 2+ years of workforce management experience.
Proficiency in Microsoft Office, particularly Excel.
Familiarity with workforce management software.
Strong analytical and organizational skills.
Excellent written and verbal communication abilities.

Preferred Qualifications:

Relevant certifications or advanced degrees.
Additional years of experience in workforce management.
Experience with CRM systems such as Calabrio, Verint, Five9, or Salesforce.
Ability to thrive in a fast-paced, high-pressure office environment.