Workforce Specialist

CPI Security, a national leader in residential and commercial security solutions, is looking for a Workforce Specialist in our contact center operations.  Headquartered in Charlotte, North Carolina, CPI Security was founded in 1991 on an entrepreneurial spirit and a passion for helping and protecting others. What started as a company of 10 employees and 300 customers has grown into one of the nation's top 10 largest security providers with over 750 employees. Over the years, CPI has received many awards for excellence, such as twice-awarded SDM Dealer of the Year, Central Station of the Year, and the Marvel Award. The company leads the industry in alarm response times, is consistently ranked in the top 10 of electronic security businesses and is widely known as North Carolina and South Carolina's Top 25 Best Places to Work.

What You'll Do:

• Accountable for the effective monitoring of real-time queue and adherence reports to ensure service level and response time objectives are met; oversee real-time escalation plans that includes outbound dialer –
• Generates long-term strategies, structures for call centers, and develops tactical steps to achieve them. Provides expert level guidance to forecasting, strategic analytics, and operational insights. 
• Ensures Call Centers and Customer Service performance meet client and business needs. 
• Works cross-functionally to utilize, manage, and configure the Workforce Management platform for forecasting, scheduling, tracking, monitoring, and reporting the daily, monthly, and quarterly call center statistics; this includes, though is not limited to call center volumes, FTE, schedule adherence and service level achievement. 
• Works to continually improve the forecasting and scheduling predictions across all contact channels. 
• Performs analysis on service level opportunities and forecast variances. Develops and implements action plans to reduce or eliminate root cause and improve operational performance. 
• Develops contingency plans, direct activities during problem resolution efforts and participate in post-resolution analysis of projects providing input for future process improvements. 
• Working knowledge of Dialers (Outbound)

What We're Looking For:

• A bachelor’s degree is required and 7+ years of sales/customer service in the B2C space.     
• Comprehensive knowledge of Contact Center Operations and Call Center systems, such as: Genesys, Salesforce Clouds (lightning, service, etc. ), Voice Portal, IVR (Talkdesk, service cloud, InContact, Five9, Genesys) and Planning Applications 
• 5+ years of experience leading telesales, customer service, workforce, and/or performance management teams  
• Strong financial acumen, with extensive experience modeling strategies that tie marketing initiatives and campaigns to performance and revenue growth. 
• Experience leading large and high volume/performing telesales, customer service, workforce and or performance management teams.  
• Experience planning schedules for remote/work from home agents. 
• Experience with Performance metric and scorecard design and development. 
• Workforce Management software experience 
• Proven analytical experience. 
• On-Site , Nights and Weekends expectation

What's In It For You!

• Engaging and fun company culture that’s made up of diverse people.
• Volunteer and community engagement opportunities.
• Great medical, dental, vision, short- & long-term disability, and life insurance options. PTO, 401(k) plan with competitive company match. 
• Education assistance – we encourage & support our employees who want to improve their skills and further their education for advancement.
• On-site café, coffee/smoothie bar, walking trail, basketball court, and state-of-the-art fitness facility with a dedicated Fitness Director.