Senture, LLC

Customer Support

• Handle both inbound and outbound calls with professionalism and care.
• Use web-based tools to resolve inquiries efficiently.
• Ensure every customer interaction is smooth, helpful, and positive.
• Document each customers inquiry information into a database.
• Verify customers information, making corrections and updates as needed.
• Actively listen to recognize opportunities to offer additional information to callers.
• Follow-up with callers as necessary.
• Use statistical contact center data to make improvements to performance.
• Outbound calling for surveying to obtain client specific information.
• Shift and Schedule adherence.

Customer Service Agent

Analyst

• Generate and maintain agent schedules based on business requirements, shift templates, and availability.
• Assist in the ongoing updates of capacity plans by inputting staffing changes, schedule patterns, and other workforce data as provided by the WFM team.
• Maintain and update WFM system data, including agent profiles, skills, scheduling rules, and shift bids.
• Identify opportunities for scheduling efficiencies and contribute to the implementation of process improvements.
• Conduct audits of schedule data and workforce files to ensure accuracy and consistency across systems.
• Manage internal staffing documentation and trackers to support historical analysis and forward-looking planning.
• Create and distribute recurring and ad-hoc scheduling reports for use by the WFM team.
• Support internal reporting needs by building or updating tools and templates as directed.
• Collaborate with WFM team members in a fast-paced, change-oriented environment, contributing to a strong team dynamic.
• Ensure compliance with internal policies and procedures related to WFM data handling and scheduling practices.

Customer Service Agent

WFM Scheduling Analyst