About The Company
Movate (formerly CSS Corp) is a leading digital technology and customer experience services provider dedicated to transforming the way businesses engage with their customers. With a focus on innovation, agility, and human-centric solutions, Movate strives to deliver exceptional value to its clients across various industries. The company boasts a diverse workforce of over 11,700 full-time employees, known as Movators, operating from 20 global locations and supported by a gig network of thousands of technology experts across 60 countries. Fluent in over 100 languages, Movate has earned numerous awards and industry recognitions for its commitment to excellence, making it a trusted partner for organizations seeking to enhance customer satisfaction and operational efficiency.
About The Role
We are seeking a dedicated and detail-oriented Workforce Operations Specialist to join our dynamic team. In this role, you will be responsible for managing real-time operational metrics, ensuring adherence to service level agreements (SLAs), and supporting the overall efficiency of our client operations. Your primary focus will be on queue management, idle time reduction, shrinkage control, and providing insightful root cause analysis (RCA) reports. The ideal candidate will possess strong analytical skills, excellent communication abilities, and a proactive approach to resolving issues and optimizing processes. This position offers an exciting opportunity to work in a fast-paced environment, directly impacting client satisfaction and operational excellence.
Qualifications
- Proficiency in Excel and familiarity with workforce management tools.
- Strong analytical and problem-solving skills.
- Excellent organizational skills with the ability to prioritize multiple tasks effectively.
- Exceptional interpersonal and communication skills, both written and verbal.
- Experience in process improvement and proactive issue resolution.
- Ability to build and maintain positive relationships with stakeholders and clients.
- Knowledge of project SLA metrics, especially related to Workforce Process Optimization (WPO).
- Prior experience in real-time queue management and reporting is preferred.
Responsibilities
- Monitor and manage real-time queues to ensure optimal staffing levels and service delivery.
- Identify and address idle time and shrinkage issues to maximize workforce productivity.
- Ensure compliance with project SLAs, proactively addressing any deviations.
- Generate and analyze reports to track operational performance and identify improvement opportunities.
- Provide detailed root cause analysis (RCA) for operational issues and suggest corrective actions.
- Maintain accurate and timely reporting at both project and associate levels, including exception processing on IEX/EWFM platforms.
- Collaborate with team members and stakeholders to implement process improvements and enhance operational workflows.
- Handle client escalations professionally, aiming for swift resolution and maintaining positive relationships.
- Assist in the onboarding and training of new team members on workforce management tools and processes.
- Participate in additional initiatives related to workforce optimization and process enhancement as required.
Benefits
At Movate, we believe in fostering a positive and rewarding work environment. Employees enjoy comprehensive benefits including competitive salary packages, health insurance, and wellness programs. We promote continuous learning and development through training sessions, workshops, and career advancement opportunities. Our flexible work arrangements and supportive team culture ensure a balanced work-life experience. Additionally, employees have access to various recognition programs that celebrate outstanding performance and contributions. Joining Movate means becoming part of a global community committed to innovation, growth, and making a meaningful impact in the digital landscape.
Equal Opportunity
Movate is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or any other protected status. We believe that a diverse workforce enhances our ability to serve our clients and fosters a culture of innovation and respect. All employment decisions are made based on merit, qualifications, and business needs.
