Senior Specialist - Workflow Management

The CEM Workflow Specialist drives operational efficiency by managing workflows, monitoring performance, and optimizing resource utilization. The role focuses on improving service levels, balancing workloads, analyzing performance trends, and enhancing customer experience through process improvements and data-driven decision-making.

Must be comfortable working in the night shift (6:30 PM to 3:30 AM)

Key Responsibilities

• Manage and optimize workflows across customer service channels.

• Monitor operational KPIs and provide performance insights.

• Identify bottlenecks and implement process improvements.

• Support workforce planning, forecasting, and workload balancing.

• Collaborate with operations, quality, training, and WFM teams.

• Maintain reporting accuracy and leverage contact center technologies.

• Drive automation and continuous improvement initiatives.

Required Skills

• Workflow & Queue Management

• Workforce Planning and Optimization

• Data Analysis & Reporting (Excel, Power BI)

• Process Improvement & Root Cause Analysis

• Performance Management (SLA, AHT, CSAT, Productivity)

• Stakeholder Management & Communication

• Problem Solving & Decision Making

• Contact Center Technologies (CRM, WFM, Telephony)

• Automation & Digital Transformation

• Customer Experience Focus

Qualifications

• Bachelor's degree in business, Operations, Analytics, or related field.

• 2-5 years of experience in contact center operations, workforce management, workflow analysis, or process improvement.

• Strong analytical, communication, and stakeholder management skills.