Top 6 Customer support & client services managers Jobs in Canton, Ms

Temporary Workforce Management Specialist
HEALTHPLANONE, LLC —Madison, MS
- Full-time
- Writing skills
- Mid-level
- Office
- Health insurance
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Service Supervisor
Cintas —Jackson, MS
- Full-time
- Mid-level
- High school diploma or GED
- Driver's License
- Profit sharing
- AD&D insurance
Commercial Lines Team Lead - Small Business
Ross & Yerger Insurance, Inc. —Jackson, MS
- Full-time
- 5 years
- Word processing
- Mid-level
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customer support & client services managers jobs near canton, ms

Temporary Workforce Management Specialist

HEALTHPLANONE, LLC -
Madison, MS

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Job Details

Full-time

Benefits

Health insurance

Qualifications

Computer operation
Writing skills
Microsoft Office
High school diploma or GED
Desktop applications
Data analytics

Full Job Description

HealthPlanOne's mission is to help people find the right health insurance at the right price, so they live healthier lives. We are committed to making the shopping process simpler. Our mission has never been more important than it is today.

The Workforce Specialist will assist in the execution of the company’s workforce planning, scheduling, real-time adherence, and analysis plans for contact center activities across multiple sites, optimizing service and quality levels and ensuring the most efficient use of resources. The WFM Specialist will monitor real-time forecasting and scheduling activities to ensure the company is on track to meet service metric goals.

Supervisory Responsibilities:

None

Duties/Responsibilities:

Efficiently manage Real time labor resources for HPOne’s inbound and outbound call volume, while maintaining and exceeding goals and expectations
Update published schedules one week out to same day as needed to ensure optimization and to align activities and demand changes post publication
Coordinate with operations team and initiate contingency plans for unusual volume or agent availability situations
Monitor adherence real time to ensure performance is within pre-set parameters, partner with leadership to resolve schedule adherence issues, escalating issues to operations managers if necessary
In partnership with Workforce Administrator deliver reports to internal and client audiences
Interface with operations management to resolve conflicts between agent requests and/or needs of the business, making schedule changes when necessary
Support skilling and scheduling updates as required in partnership with WFM Administrator and WFM Analyst
Prepare and present any post-day, post-action, and next 2 day previews as needed to internal and external audiences
Embrace change, and constructively address and resolve barriers and constraints
Analyze and evaluate workforce metrics to improve human resources capacity planning and maximize labor utilization rates
Performs other related duties as assigned

Required Skills/Abilities:

High School diploma or equivalent
Intermediate to advanced proficiency with Microsoft Works Suite
Experience in data analysis
Excellent communication skills both written and verbal
Excellent time management skills

Preferred Skills/Abilities:

Bachelor’s degree or CWPP (Certified Workforce Management Professional) or ACWPP in RTA or Scheduling
2 years in WFM Real Time or Call Center Supervisory Roles
Experience with workforce management tools (IEX, Verint, Calabrio, Five9, CXOne WFM)
Familiarity with forecast and scheduling concepts
Contact center experience

Physical Requirements:

Must be able to remain in a stationary position (e.g., sitting or standing) for extended periods of time, typically in a cubicle environment (constant noise, fluorescent overhead lighting)

Frequent use of a computer, dual monitors, keyboard, mouse, and other standard office equipment such as a telephone, copier, and printer.

Must be able to communicate effectively, including exchanging information in person, in writing, by telephone, email or video conferencing.

Visual and auditory acuity required to perform job duties effectively, including reading, writing, and interpreting information on screens or in print.

Hand dexterity, fine motor skills needed to operate a keyboard and mouse efficiently

Reach with hands and arms occasionally

For Hybrid Roles:

Must be able to commute to an office setting as required, which may include walking short distances and navigating an office environment.

Occasionally moves about the office to access files, office machinery, and meet with others.

Equal Employment Opportunity (EEO) is a fundamental principle at HealthPlanOne, where employment is based upon personal capabilities and qualifications. HealthPlanOne does not discriminate because of actual or perceived sex, sexual orientation or preference, gender identity, gender, transgender, race, color, religion, national origin, creed, citizenship status, ancestry, age, marital status, pregnancy, childbirth or related medical conditions, medical conditions including genetic characteristics, mental or physical disability, military and veteran status, or any other protected characteristic as established by law. HealthPlanOne requires the necessary drug testing and background checks as part of our pre-employment practices. If you need assistance or an accommodation due to a disability, please contact us to request accommodation at [email protected]

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customer support & client services managers jobs in canton, ms

Temporary Workforce Management Specialist

Service Supervisor

Commercial Lines Team Lead - Small Business

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