Workforce Specialist
Workforce Management Specialist/Remote or on-site
Who We Are
Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life’s other most important assets: our homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries. Our 6,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms and automation.For more information, please visit solera.com.
The Role
In this role, the specialist will be responsible for analyzing, updating and responding to scheduling requests from management, analyzing volume trends both in advance and in real time and making skill and scheduling changes that support business need using WFM business tools.Candidates will have excellent time management, strong analytical skills, a penchant for creative problem solving, comfortability providing professional feedback to supervisor level and above, familiarity with Microsoft office or other business systems, a strong sense of urgency, and exceptional attention to detail.The candidate supports meeting client commitments as well as monitoring efficiency trends across multiple lines of business simultaneously, to support the profitability of our business.
What You’ll Do
Daily management and mitigation of multiple client queues and lines of business to ensure call volume is handled according to our client commitments.
Manage agent exceptions and schedules, including providing feedback to management for best time frames and business needs.
Process requests delivered via SharePoint, email, or through verbal direction in meetings.
Collaborate with team members to complete projects, such as scheduling trainings, shift bids, and developing process improvements to increase productivity.
Act as a subject matter expert for any concerns with WFM systems or process.
What You’ll Bring
Schedule flexibility with a willingness to work nights, weekends, and holidays as needed.
Excellent customer support and creative problem-solving skills.
An openness for continued learning and willingness to embrace a constantly changing environment.
Strong adherence to schedule, deadlines, and project completion dates.
Ability to collaborate with team members as well as those outside of the WFM team.
Strong attention to detail.
At least 6 months of proven results in your current role or at least a year prior call center WFM experience.
EQUAL OPPORTUNITY EMPLOYER
SOLERA HOLDINGS, INC., AND ITS US SUBSIDIARIES (TOGETHER, SOLERA) IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER. THE FIRM'S POLICY IS NOT TO DISCRIMINATE AGAINST ANY APPLICANT OR EMPLOYEE BASED ON RACE, COLOR, RELIGION, NATIONAL ORIGIN, GENDER, AGE, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, MARITAL STATUS, MENTAL OR PHYSICAL DISABILITY, AND GENETIC INFORMATION, OR ANY OTHER BASIS PROTECTED BY APPLICABLE LAW. THE FIRM ALSO PROHIBITS HARASSMENT OF APPLICANTS OR EMPLOYEES BASED ON ANY OF THESE PROTECTED CATEGORIES.
