"Alerted.org

Responsibilities

+ Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.

+ Answer the telephone and assist callers or those making varied inquiries by email or mail with any requests for information, directing more complex matters to colleagues as necessary. Initiate contact internally and externally to convey requests, provide instructions, or obtain information on behalf of a senior colleague.

+ Produce, update, and provide best practice support on a wide range of Microsoft documents, databases, and other departmental systems.

+ Provide a quality service to clients while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries, and investigating and resolving client problems.

+ Collect, analyze, and interpret workforce data to identify trends and gaps.

+ Develop accurate staffing forecasts based on historical data, business growth, and seasonal patterns.

+ Create and maintain workforce dashboards and reports for leadership.

+ Monitor KPIs such as utilization, productivity, adherence, and attrition.

+ Recommend strategies to improve scheduling efficiency and reduce labor costs.

+ Support remote workforce management by tracking engagement and performance metrics.

+ Ensure compliance with labor laws and company policies in workforce planning.

+ Assist in implementing workforce management tools and technology solutions.

+ Create operating controls to ensure the team is running as efficiently as possible.

+ Monitor remote workforce performance and engagement through digital tools and analytics.

+ Coordinate virtual scheduling and ensure coverage across time zones.

Skills

+ Achieve thoroughness and accuracy when accomplishing a task.

+ Receive, monitor and deal with all allocated customers.

+ Understand and operate effectively all client management systems.

+ Express ideas, request actions, formulate plans, & policies by means of clear and effective verbal communications.