Real-Time Workforce Specialist (Contact Center) 

Why you will love working here

We are a global leader in loyalty marketing.  

We work with some of the most well-known brands in the world to deliver market-leading, end-to-end loyalty solutions to enable customer experiences. With a strategy-led, technology-enabled approach, we are consistently named an industry leader by Forrester. The programs we deliver reach more than 330M consumers through loyalty. The impact of these loyalty programs affords us deep brand partnerships, owning a niche in the loyalty space where outcomes matter most. 

We are a mission and values driven company.  

Our mission is to grow enterprise value through loyalty for our clients. Every role within Kobie has a purpose and directly contributes to us achieving this mission.

We are values driven at every point. Over our 30 year journey, we’ve created a fun, high-trust, transparent workplace. We believe in leadership and ownership. Our hybrid work environment, personal holidays, casual dress code and focus on diversity and inclusion add to a culture that makes our teammates proud. That pride shines through in the work we do for our clients. 

About the team and what we’ll build together

As a member of our Kobie Contact Center team, you will have the special opportunity to generate meaningful emotional connections with our customers daily. We value your skills as a Workforce Specialist to promote loyalty brand building on behalf of our clients, while creating customer insights that drive team performance. Come join our winning Kobie Contact Center team where you will have the ability to consistently leverage your superior communication skills in the loyalty marketplace.

How you will make an impact

• Monitor queue real time and make staffing adjustments to ensure SLA’s are achieved.
• Initiate actions to quickly address gaps in coverage and maximize available resources.
• Maintain and update all relevant agent and supervisor information in various applications.

• Extensive usage of WFM application to update and maintain accurate data on schedules related to off phone activities, team assignments, and schedule information.
• Work cross functionally with other groups in the contact center environment. Will also require interactions with cross departmental teams.
• Effective communication between departments to ensure future strategic and operational impacts are reviewed and incorporated into daily operational plans.
• Support continuous improvement to achieve consistently excellent client and employee satisfaction; identifies and recommends improvements in processes, procedures, and tools usage.
• Ensure all tools, processes and procedures are properly documented.
• Payroll hours responsibilities. Verifies and validates information prior to submission of hours and payroll information.
• Protect company proprietary and confidential information.

What you need to be successful

• 2-4 years of workforce management experience
• Experience in the use of workforce planning software Verint (REQUIRED with Five9 Cloud Contact Center (preferred)
• Experience in support of customer service and technical environment preferred
• Bachelor’s Degree in a quantitative discipline is preferred but not required. Prior experience will substitute in lieu of.
• Strong skills using various MS Office applications: Excel, word, and outlook are the critical ones.

Our teammates are at the heart of everything we do 

Healthy people are happy people, which makes mental and physical health a top priority at Kobie. From robust health insurance and benefits options to free fitness programs like PeerFit, to generous vacation timefor yourself, we support your health needs fully. In today’s job market, we know that employees are choosing only what works best for their life. For those that want career growth, Kobie is the perfect place. We have developed a comprehensive people strategy that helps every teammate know how to advance and progress on their career journey. Beyond title progression, Kobie’s competitive pay, 401k matching, annual profit sharing and bonuses all make Kobie a perfect place to build your career. 

Kobie a place for all

We don’t just accept differences – we embrace, share, and celebrate them! 

Employment at Kobie is based solely on a person's merit and qualifications, directly related to professional competence. We do not discriminate against any teammate or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis under the law.

We are fiercely committed to fostering a workplace where teammates draw upon their own diverse backgrounds, experiences, and perspectives so that they feel welcomed to bring their authentic self to work every day. While our leadership team fully and completely supports our policy of nondiscrimination and equal opportunity, all teammates share the responsibility to ensure we incorporate the principles of equity, diversity, and inclusion throughout Kobie.