Web Chat - Bilingual CSR

Emovis; Boca Raton (FL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Performance-based bonuses

Flexible benefits packages

Flexible work schedule

Job summary

Emovis is expanding its USA footprint and seeks a Workforce Analyst to support contact center production dashboards, forecast staff needs, and balance schedules for peak times. You will partner with operations to implement improvements and optimize scheduling for service quality.

The role focuses on analyzing workload, forecasting demand, and delivering efficiency in staffing while maintaining strong customer service metrics. On-site position based in Boca Raton, FL.

Qualifications

• Call Center experience is required.
• Vector experience is preferred.

Responsibilities

• Review and support contact center production dashboards and staffing forecasts.
• Identify opportunities for improvement and partner with operations to implement solutions.
• Manage scheduling and load balancing to handle peak and off-peak periods.

Skills

Call Center experience

Vector experience

Job description

About this position

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.

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

• Schedule is 10:30am - 7:00pm with rotating Saturdays.

Educational Requirements

• None

Experience Requirements

• Call Center experience required.
• Vector experience preferred.

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.
• Communication - Express ideas and deliver comprehensible messages, structuring them clearly and transparently while listening actively and being empathetic. Influences and creates an impact on others and shows strong negotiating skill.
• Teamwork - Work with other, adopting collaborative and positive relationships to achieve common goals.
• Change - Accept, embrace, and drive change, and innovation while being open to different approaches, ideas, and proposals.
• Results - Meets or exceeds goals and objectives by adopting an agile, dynamic, efficient, cost‑oriented approach, eagerness, and optimism to get the best results.
• Leadership - Build and lead the team toward common results, positioning oneself as a leader and role model for guiding, inspiring, and driving the performance and development of team members while spearheading a positive environment.
• Strategic Mindset - Anticipates situations in the market while embracing the company’s/department’s strategic vision and mission. Achieves internal and external customer loyalty by utilizing quality and suitable proposed solutions.

Benefits

We look after our talented teams, from market‑competitive salaries to performance‑based bonuses and flexible benefits packages. Flexible work schedule is also available where possible, because life happens.