At nextiva, we create connected communication tools that help businesses stay in touch with their customers and teamsOver 100,000 companies rely on nextiva for phone service and customer management toolsWe`re not your parent`s phone company.
Founded in 2008, nextiva took on the trillion-dollar telecom industry and succeeded in changing the game by making technology more accessible and affordable for everyoneCompanies solve their toughest challenges using our voip innovations and signature amazing service®.
Today, nextiva is the fastest-growing, privately held provider of cloud communicationsWe don`t study industry trends; we create themBusiness leaders look to nextiva to equip their teams in the office and while working from homeNextiva is not just a tech company — we`re the backbone of the economy.
By joining our global team, you`re saying yes to an opportunity to be part of a tech company with massive growth potential and exciting opportunities ahead.
We`re actively looking for amazing people like you to join our team!
The customer success workforce manager plans and forecasts the manpower requirements for the growing customer success contact center operationThe manager will be accountable for service level performance of the 300 agents handling customer interactionsResponsibilities include real-time control of agent resources, scheduling to meet arrival pattern and long-term forecastingThe manager will be experienced in delivering consistently against service level goals in growth mode and experienced with the systems and processes required for successful ongoing workforce optimization.
Stewardship of service level performance real time by interval and long-term
Workforce system application ownership and administration
Planning process leadership including regular cadence for forecast updates and reviews
Responsible for key process measurements surrounding workforce management including: adherence, forecast accuracy, utilization and measurement of time states
Preparation and interpretation of scenario modelling
Analysis of performance across key leverage points
Effective tactical problem solving in contact operations
Bachelor`s degree and at least 5 years` experience in leading the contact center workforce management discipline
Experience in building nd managing and leading the benchmark functions of a workforce group
Expertise in using and managing workforce platforms for successful operation
Experience with the five9 wfm platform desired
Excellent analytical skills to support forecasting techniques and scenario modelling
Firm understanding of key variables in contact center performance
Experience with routing control and configuration across contact channels
Ability to analyze, interpret and communicate details surrounding operational performance
Expertise in enterprise level planning including financial planning
So, why nextiva?
Nextiva is a trailblazer in the voice over ip (voip) and unified communications as a service (ucaas) industriesWe`re outpacing our competitors, and it`s an exciting time to join our teamIf you`re looking to join a fast-paced tech company with massive potential, nextiva is the place for youOur 1,000+ team members worldwide embrace our promise of amazing serviceWe`re passionate about upholding our energetic culture of forward-thinking, caring, and simplicityNextiva seeks diverse individuals who share our values and vision to help take us to the next levelNextiva provides an impressive benefits package and has a resilient company cultureGlassdoor named us one of the best places to work in 2020 nationwideEmployees rate nextiva a 4.9/5 on comparably, and we`ve earned many more accolades along the way.
Help us redefine the future of business communicationsApply today!
Nextiva is an equal opportunity employerWe celebrate diversity and are committed to creating an inclusive environment for all employeesWe prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local lawsNextiva participates in the e-verify program where and as required by lawFor additional information about e-verify visit uscis.