Our Workforce Operations team plays a vital role in ensuring our call center runs smoothly and efficiently every day. We’re expanding our team and looking for skilled call center professionals with experience in workforce functions such as scheduling, metric reporting, and optimizing efficiency while maintaining exceptional customer experience.
In this role, you will make real-time operational decisions that support our service goals and keep our teams running at their best. You’ll partner closely with call center leaders, communicate clearly and confidently, and consistently deliver a positive, memorable experience to your internal customers.
What's in it for you:
Competitive hourly wage with discounted services and PerkSpot benefits
Day one benefits: Medical, dental, vision, 401K and more
Generous paid time-off plus ten additional paid holidays
Free on-site gym membership and a discounted cafeteria
Continuous training that sets you up for success—and advancement
An amazing culture that values growth, teamwork, and integrity
What you will be doing:
Monitor real-time activities and make intraday adjustments to maximize call center performance and achieve desired metrics such as service levels
Manage workflow across multiple platforms including live agent phone activities, Interactive Voice Response, SMS, and Conversational AI technologies
Assist with reporting of agent performance, productivity, and phone statistics
Analyze data to support forward thinking initiatives ranging from scheduling to managing overtime requirements
Assist with vacation planning and other time off allowances
Continue to learn as you venture along your career path, equipping yourself with knowledge to support an ever-changing industry that is fueled by technology
What you will need:
Experience with workforce management software. Knowledge of Verint and Avaya is highly desired
Background managing SMS and Conversational AI workflow
Exhibit strong skills and knowledge to retrieve information of varying complexities within company applications to update records and obtain information
Feeling comfortable in a fast-paced, high-volume call center environment will benefit you, coupled with natural ability to communicate effectively
Demonstrate an eagerness to explore and learn new skills
Who We Are
The Armstrong Group is a family owned and operated collection of diverse companies. What began in 1946 as Armstrong County Line Construction, founded by Jud L. Sedwick in Kittanning, PA, has now grown into an organization that encompasses multiple industries and employs over 2,400 individuals nationwide. Our brands include Armstrong Utilities, Guardian Protection, Armstrong Development, 4Front Solutions, Twin Pops, and Armstrong Comfort Solutions.
Armstrong is an Equal Opportunity Employer.