Sr. Customer Service Operations Associate

Wolters Kluwer (India) Private LimitedIndia19 days agoFull-time
Job Description (Beta Version) The Sr. Customer Service Operations Associate is a key member of the business support staff and a key component of the employee’s experience. Your knowledge will be used for any combination of analytics from WFM, Payroll, Staffing, and reporting. Even before an employee is brought into the WK family, you would be working to ensure all tasks are completed for their success. ESSENTIAL DUTIES AND RESPONSIBILITIES Establish, monitor, and adjust workforce management plan to properly balance staff across phone, chat, and web ticket queues Manage intraday staffing levels across multiple sites/entities Monitor real-time staffing Adherence Alerts Review staffing for the approval of time off from work for employees Overtime mitigation tactics at the employee and department level Outlier reporting to identify coaching opportunities for leadership Collaborate with cross functional partners to identify root cause of issues Create repeatable processes to prevent reoccurrence of such issues and escalations Seeks regular feedback from internal customers and peers on strategy, process, and system improvements to develop pro-active solutions to problems Other duties as assigned JOB QUALIFICATIONS Education: Degree preferred, or relevant work experience Preferred Education: Degree in Business, Accounting, Finance, Psychology Required Experience: A minimum of 2 years’ experience in a customer service, billing, or call center environment or 2 years of administrative duties. Including but not limited to: Payroll, Scheduling, Reporting, Capacity planning Experience collaborating across multiple internal teams Intermediate to advanced skills in Microsoft Office Suite (specifically: Word, Excel, PowerPoint, Outlook). Preferred Experience & Knowledge: Knowledge of Payroll or WFM Software a plus. Genesys Optimizer, Workday preferred. Knowledge of workforce management practices. Advanced reporting in Microsoft Office Suite, Tableau, Power BI Other Knowledge, Skills, Abilities or Certifications: Advanced professional communication skills both written and verbal Demonstrated high level of independent thinking and innovation Demonstrated ability to prioritize, manage multiple competing priorities, and attention to people and process risks Strong work ethic and passion for excellence Ability to effectively manage change. Physical Demands: normal office environment If making a difference matters to you, then you matter to us. Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong. Wolters Kluwer reported 2023 annual revenues of €5.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,400 people worldwide. Our customers work in industries which impact the lives of millions of people every single day. Our mission is to empower our professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time. Our expert solutions combine deep domain knowledge with technology to deliver both content and workflow automation to drive improved outcomes and productivity for our customers. We are committed to helping professionals improve the way they do business and solve complex problems with our range of digital solutions and services, which we continuously evolve to meet their changing needs. Our 188-year legacy and portfolio represent thousands of customers worldwide. For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, and LinkedIn. Wolters Kluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how Wolters Kluwer can help you achieve your goals and ambitions. Here Rasi Fawaz shares some tips on what recruiters are looking for on a resume. As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work. We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion. This principle is ingrained in our company values and articulated in our Code of Business Ethics. At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous. In 2024 we were awarded Ragan’s Top Places to Work for Employee Wellbeing: Large Organization, in recognition of our commitment to maintaining and enhancing the well-being of our colleagues through our ‘Together we thrive’ well-being program. Wolters Kluwer and all its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected status. GDPR Careers Privacy and Cookies Wolters Kluwer (“we” or “us”) wants to inform you about the ways we process your personal information. In this Privacy & Cookie Notice we explain what personal information we collect, use and disclose. You'll find details related to GDPR and other data privacy policies on our Careers Privacy and Cookies page.

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