ABOUT EMOVIS

At Emovis, we offer state-of-the-art toll-based mobility solutions and associated services for urban and interurban environments. As the competence center for Abertis, a worldwide leading concessionaire managing 5000 miles of high-capacity, high-quality motorways, we look to bring the quality and efficiency Abertis demands to public sector transportation agencies. With over 40 years of experience and over 700 employees in 10 countries, we are trusted partners to Authorities and Tolling agencies worldwide.
Our vision at Emovis is to partner with transport leaders worldwide to accelerate their business toward seamless, sustainable, and inclusive mobility. We are expanding our footprint in the USA. As a result, we operate call centers, walk-in centers, and welcome centers throughout the United States.

EDUCATIONAL REQUIREMENTS

• High School Diploma

EXPERIENCE REQUIREMENTS

• 6 months of customer service experience.
• Ability to type notes into customer accounts.
• Computer skills, working in various platforms, etc.
• Recognize, apply and explain your product or service knowledge.

TRAVEL REQUIREMENTS

• No travel required.

PHYSICAL REQUIREMENTS/DEMANDS

All requirements are subject to possible modification to reasonably accommodate individuals with a physical disability).
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of their job.

While performing the duties for this job, the employee may be required/subjected to:

• Prolonged periods sitting at a desk, typing and working on a computer using repetitive motions.
• Standing, walking, lifting, carrying, reaching, pushing, and pulling.
• Must be able to lift 15 pounds at a time.

JOB PURPOSE

The Workforce Analyst reports to the VP Workforce Management/Workforce Manager. This position reviews and supports the contact center/call center production of work volume and staffing forecast dashboards, as well as drafts comparative data on results vs. forecasts. The Workforce Analyst also identifies opportunities for improvement and partners with operations manager to recommend solutions. This position provides workforce support to manage scheduling and load balancing requirements for work peaks and valleys. Adjusts and recommendations for optimizing scheduling to maximize service and quality.

RESPONSIBILITIES

• Provide exceptional customer service, including verbal, nonverbal, and written communication, as outlined within the agreed quality standards.
• Understand customers’ needs and determine the appropriate course of action in line with agreed Standard Operating Procedures (SOPs) and policies.
• Maintain records of customer interactions or transactions; register new accounts; record details of inquiries, complaints, comments, and actions taken to resolve customer inquiries.
• Processes/administers existing accounts (adding a vehicle or change of address).
• May contact customers to respond to inquiries or to notify them of investigation results/updates.
• Escalate unresolved customer grievances to a designated team member or department for further investigation.
• Determine charges for services requested and transfer them to the appropriate department, if applicable.
• Provide customer services via telephone or person to provide information about products, services, order status, or grievances.
• Contribute to overall department targets by achieving Key Performance Indicators (KPIs).
• May perform other duties as assigned.

While performing the duties for this job, the employee may be required/subjected to:

• Prolonged periods sitting at a desk, typing and working on a computer using repetitive motions.
• Standing, walking, lifting, carrying, reaching, pushing, and pulling.
• Must be able to lift 15 pounds at a time