Role Category: Contact Center & Customer Service

Overview:
The WFM Specialist ensures optimal staffing and scheduling across shifts. By forecasting demand and analyzing real-time data, they support contact center efficiency and service-level adherence.

Core Responsibilities:

• Forecast call/chat volumes and staffing needs using historical and real-time data.
• Build and adjust agent schedules to match forecasted workloads.
• Monitor real-time performance and adherence dashboards.
• Recommend shift changes or overtime based on service level trends.
• Analyze shrinkage, occupancy, and utilization reports.
• Coordinate with ops and HR for capacity planning and hiring recommendations.

Overview:
Provides responsive support across digital communication platforms such as live chat, email, social media, and messaging apps. Balances quick responses with high-quality assistance.

Core Responsibilities:

• Respond to customer inquiries through multiple digital channels.
• Use templates, macros, and tone guidelines to maintain consistency.
• Triage issues and route conversations to appropriate departments when needed.
• Multitask between concurrent chats while maintaining quality.
• Track and log interactions using CRM or help desk software.
• Support self-service by sharing knowledge base links and best practices.

Overview:
Oversees the entire contact center operation. Accountable for performance, strategy execution, workforce management, and cross-departmental collaboration to drive service excellence.

Core Responsibilities:

• Manage daily operations and lead team leads, QA, and support staff.
• Set performance goals, monitor SLAs, and optimize agent productivity.
• Oversee tools/platforms (e.g., CCaaS systems, CRMs, dashboards).
• Implement customer satisfaction and retention strategies.
• Collaborate with HR for hiring, training, and development planning.
• Analyze reports and recommend process improvements or technology upgrades.

Overview:
A frontline leader who guides a team of CSRs or agents. Balances team management, customer escalations, and daily operations while driving performance goals.

Core Responsibilities:

• Provide day-to-day supervision, coaching, and support to team members.
• Handle complex escalations and ensure customer satisfaction.
• Assist in onboarding, training, and skill development of new agents.
• Monitor KPIs (AHT, CSAT, FCR) and ensure the team meets targets.
• Act as the communication bridge between frontline staff and management.
• Support shift planning, adherence, and resource allocation.

Overview:
Responsible for monitoring and scoring agent interactions to maintain service excellence. They drive improvements through insights, feedback, and trend analysis.

Core Responsibilities:

• Review recorded or live calls, chats, or tickets for quality, compliance, and tone.
• Use scorecards and QA tools to evaluate agent performance.
• Identify coaching opportunities and work with team leads on corrective plans.
• Provide feedback sessions and support training with quality insights.
• Generate reports on quality trends, CSAT/QA alignment, and compliance gaps.
• Recommend process or script improvements based on patterns observed.

Overview:
Delivers tiered technical assistance for customers experiencing issues with products or services. This role combines customer service skills with product/IT expertise to diagnose and resolve technical problems.

Core Responsibilities:

• Troubleshoot hardware/software, account, or connectivity issues via phone, chat, or email.
• Guide users through step-by-step solutions, including remote access when needed.
• Document technical issues and resolutions in support platforms.
• Work cross-functionally with engineering or product teams on escalated cases.
• Maintain up-to-date knowledge of system changes, updates, or bugs.
• Contribute to FAQs, support documentation, or internal knowledge bases.

Overview:
The frontline of customer interaction, CSRs handle incoming and outgoing communication across channels. They provide prompt, accurate assistance, resolve basic inquiries, process transactions, and ensure customer satisfaction.

Core Responsibilities:

• Manage inbound/outbound calls, chats, or emails to resolve customer queries.
• Process orders, refunds, exchanges, or account updates.
• Follow company procedures to resolve issues efficiently and empathetically.
• Record customer interactions and outcomes in CRM or ticketing systems.
• Escalate complex concerns to technical support or higher-level staff as needed.
• Maintain KPIs related to response time, customer satisfaction, and resolution rates.