Job Description
At Hirecrafto, we're dedicated to making a real impact for our members, and we're looking for talented individuals to join our team. As a Customer Service Advisor, you'll play a critical role in driving operational excellence and delivering exceptional experiences for our members. If you're passionate about customer service, analytics, and process improvement, we want to hear from you! **About Tasknexa** Gigflowx is a leading financial services organization that's committed to facilitating the financial security of millions of U.S. military members and their families. Our mission is to give back to those who have served, and we're proud to have a team of dedicated employees who share this vision. We believe in our core values of honesty, integrity, loyalty, and service, and we're passionate about creating a workplace culture that's inclusive, supportive, and empowering. **The Opportunity** As a Customer Service Advisor, you'll be responsible for modifying predictive models and forecasting workforce assumptions based on business intelligence to support operational workforce capacity planning and forecasting for Talensparkx sales, service, and claims environments. You'll apply innovative quantitative analytical approaches to develop recommendations that resolve business problems, drive solutions, and process improvements, and assess capacity impacts of operational injects. You'll collaborate with internal and external partners to ensure processes, procedures, and systems provide accurate and reliable capacity planning and capacity assessments of injects to the operational plan. **What You'll Do** * Conducts Bank Disputes and Enterprise specific sophisticated scenario modeling and gap analysis that reflects forecasted workforce variables, projects, and operational objectives, including accurate and timely workforce predictions for budgeting, planning, and pipeline exercises. * Captures, influences, and applies business intelligence from Bank Disputes leaders and support partners as well as emerging trends that drive model injects to improve forecast accuracy. * Generates Bank Disputes specific short-term and long-term tactical and strategic capacity plans that reflect internally prepared forecasted workforce factors, shrinkage, attrition, and staffing both internal and 3P. * Provides mentorship and feedback on timely hiring plans reflecting workforce requirements based on forecasted member demand and Enterprise objectives. * Provides clear mentorship and recommendations using sophisticated knowledge of business or contact center operations policy and procedures, including an understanding of service objectives and business or contact center analytics. * Consults with third-party relationship management team and suppliers on demand and supply trends to improve execution of short and long-term capacity plans. * Leverages sophisticated business/analytical knowledge to participate or lead discussions with internal teams to understand, collaborate, and influence solution strategies of sophisticated business objectives. * Applies sophisticated knowledge of various forecasting/capacity planning methodologies and performance standards using diverse data applications/visualization tools and techniques (SAS, Tableau, NICE WFM, Genesys Decisions, or capacity modeling tools, etc.). * Delivers analysis/findings in a manner that conveys understanding and insight, influences Bank and Enterprise business leaders, garners support for recommendations, drives business decisions, and influences business strategy. * Develops and communicates insights that consistently influence and drive action with business executives by using fact-based, well-rounded, and forward-looking perspectives. * Ensures that critical initiatives are assessed and included in the long-term capacity plan. * Ensures risks associated with business activities are effectively identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures. **What You Have** * Bachelor's Degree in a Business, Analytical, STEM, or Economic field of study; OR 4 years work experience in statistics, mathematics, forecasting, planning, or related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree. * 6 years of experience in workforce management to include the utilization of workforce management tools, scenario modeling, data analysis tools, telecommunications tools, contact routing, and/or workload delivery systems. * Proven track record to inspire change vertically and horizontally within Workforce Management team and/or supported business or contact center operations. * Experience using diverse data applications/visualization tools such as SAS, Tableau, NICE WFM, Genesys Decisions, or other capacity modeling tools. * Proven experience developing models related to staffing, forecasting, and capacity planning with a strong understanding of business or contact center processes, inclu
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