Call Center Workforce Management Specialist

What We Need

Corpay is currently looking to hire a Call Center Workforce Management Specialist within our Lodging division. This position falls under our Airline line of business and is located in Wichita, KS.

In this role, you will be responsible for monitoring real-time call center performance and ensuring service level agreements (SLAs) are met through effective workforce management and intraday planning. You will report directly to Manager Workforce Management and regularly collaborate with operations and workforce management teams.

How We Work

As a Call Center Workforce Management Specialist, you will be expected to work in a hybrid environment. Corpay will set you up for success by providing:

• Assigned workspace in Wichita, KS office
• Company-issued equipment
• Formal, hands-on training

Role Responsibilities

The responsibilities of the role will include:

• Monitoring agent status in real time using CXone and NICE WFM tools
• Managing call volume, daily attendance, and break schedules to ensure optimal staffing levels
• Monitoring inbound operations, including call volume, project lists, and pending lists
• Producing hourly and bi-hourly intraday performance reports
• Managing real-time schedule adjustments, including break and lunch optimization
• Partnering with operations teams to analyze performance and improve service delivery
• Assisting with the development of service metrics and performance targets
• Identifying opportunities for process improvements and operational efficiencies
• Supporting projects and other duties as assigned

Qualifications & Skills

• Bachelor's degree or 2-3 years of equivalent experience in a contact center environment
• Previous contact center Workforce Management experience required
• Experience with call center forecasting in a multi-skilled workforce management environment preferred
• Experience with enterprise call center management software (e.g., Avaya, Cisco, NICE in Contact) preferred
• Strong problem-solving skills with the ability to identify root causes and recommend solutions
• Ability to thrive in a fast-paced environment with changing priorities
• Strong Excel skills required
• Working knowledge of Microsoft Word, Outlook, and Power Point
• Highly detail-oriented with strong organizational skills

Benefits & Perks

• Medical, Dental & Vision benefits available the 1st month after hire
• Automatic enrollment into our 401(k) plan (subject to eligibility requirements)
• Virtual fitness classes offered company-wide
• Robust PTO offerings including major holidays, vacation, sick, personal, and volunteer time
• Employee discounts with major providers (wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Fun culture with company-wide contests and prizes

Equal Opportunity/Affirmative Action Employer

Corpay is an Equal Opportunity Employer. Corpay provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.

For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEOC and Pay Transparency.

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