WK
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 reoccu ...