Customer Specialist - WFM

Key Responsibilities:

Workforce Management

• Monitor live voice, chat, and email queues; track service levels and adherence in real time.
• Make intraday adjustments (breaks, schedule shifts, channel reallocation) to protect SLAs.
• Escalate volume spikes, staffing gaps, or system issues as they arise.
• Support demand forecasting and staffing plans across all channels.
• Report on real-time and historical performance; flag causes of SLA or staffing variances.
• Recommend staffing, scheduling, and process improvements to leadership and operations.

Qualifications:

What you will bring

• 1–2 years' experience handling customer queries online, ideally in a call-center environment.

• Fluency in English (verbal and written).
• Workforce Management experience is a must

• Ability to handle customer inquiries across multiple channels.

• Excellent verbal and written communication skills.

• Proven ability to identify problems and raise them for a solution.

• Strong attention to detail and accuracy when reviewing information, documents, and claims.

• Ability to follow policies, procedures, and guidelines when handling claims and customer requests.