Strategic Financial Solutions

Logistics/Workforce Analyst (Call Center)- Buffalo

US-NY-Buffalo
Category
Customer Service/Support
Job ID
2017-1065

Overview

Do you love working in a fast-paced environment that challenges you to do your best work?  Do you love being part of a growing company that drives success?  Does working on a great team with great company culture excite you? Do you love utilizing data to take a company to the next level?

 

If so, Strategic Financial Solutions is seeking a new Logistics Supervisor to join our Client Service Team and you may be the right person for the role.

 

Responsibilities

  • Responsible for shift scheduling 80+ Client Service Reps via Workforce Management
  • Tracking attendance and punctuality of representatives
  • Responsible for identifying call volume trends and adjusting dept schedules to ensure coverage
  • Responsible for forecasting based on call volume and staffing
  • Responsible for departments vacation requests
  • Ensure department is staffed accordingly to business needs
  • Responsible for Departments statistics daily/monthly reports
  • Tracking Representatives metrics and reporting low performers to management
  • Additional reporting and projects as needed

The ideal candidate should demonstrate an ability to hold their own in a high-paced, hands-on business environment. They must be proactive in managing their own assigned tasks and responsibilities while also actively communicating and collaborating with the client service management team as a whole. We are seeking someone with the confidence to take on larger dept projects but who is also not afraid to get their hands dirty on smaller projects and immediate daily creative needs.

Qualifications

  • A Bachelor's degree: preferred
  • 2+ years of relevant experience
  • Proficient in Excel, reporting, pivots, etc
  • Ability to identify call trends
  • Ability to give direction to Team Leads as needed
  • Call Center experience a must
  • Professionalism a must
  • Excellent time management and prioritization skills
  • Customer-centric focus
  • Excellent organizational skills
  • Workforce Management experience a plus

 

Strategic Financial Solutions is a leading financial services company that provides comprehensive debt relief solutions for people in difficult financial situations. Through our personalized credit card modification program and our consumer lending products, Strategic has successfully resolved more than $1 Billion in high interest consumer debt for over 100,000 clients.

Strategic has been recognized multiple times for our culture and our high growth.  In 2015 and 2016 Strategic Financial Solutions was named to Crain’s New York Business Fast 50 Companies list that recognizes the fastest growing companies in New York City. In 2017 we were recognized as one of the top 500 fastest growing private companies in the United States by Inc Magazine.  In 2017 we were ranked 21st Best Companies to Work for in New York State. Strategic has 3 state-of-the-art facilities, 2 in Manhattan and 1 in Buffalo to house our family of over 600 and growing. We proudly celebrated our 10th anniversary in June, 2017.

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