**Experienced Customer Service Advisor – Driving Operational Excellence in a Dynamic Environment**

At arenaflex, we're dedicated to making a real impact for our members, and we're looking for talented individuals to join our team. As a Customer Service Advisor, you'll play a critical role in driving operational excellence and delivering exceptional experiences for our members. If you're passionate about customer service, analytics, and process improvement, we want to hear from you! **About arenaflex** arenaflex is a leading financial services organization that's committed to facilitating the financial security of millions of U.S. military members and their families. Our mission is to give back to those who have served, and we're proud to have a team of dedicated employees who share this vision. We believe in our core values of honesty, integrity, loyalty, and service, and we're passionate about creating a workplace culture that's inclusive, supportive, and empowering. **The Opportunity** As a Customer Service Advisor, you'll be responsible for modifying predictive models and forecasting workforce assumptions based on business intelligence to support operational workforce capacity planning and forecasting for arenaflex sales, service, and claims environments. You'll apply innovative quantitative analytical approaches to develop recommendations that resolve business problems, drive solutions, and process improvements, and assess capacity impacts of operational injects. You'll collaborate with internal and external partners to ensure processes, procedures, and systems provide accurate and reliable capacity planning and capacity assessments of injects to the operational plan. **What You'll Do** * Conducts Bank Disputes and Enterprise specific sophisticated scenario modeling and gap analysis that reflects forecasted workforce variables, projects, and operational objectives, including accurate and timely workforce predictions for budgeting, planning, and pipeline exercises. * Captures, influences, and applies business intelligence from Bank Disputes leaders and support partners as well as emerging trends that drive model injects to improve forecast accuracy. * Generates Bank Disputes specific short-term and long-term tactical and strategic capacity plans that reflect internally prepared forecasted workforce factors, shrinkage, attrition, and staffing both internal and 3P. * Provides mentorship and feedback on timely hiring plans reflecting workforce requirements based on forecasted member demand and Enterprise objectives. * Provides clear mentorship and recommendations using sophisticated knowledge of business or contact center operations policy and procedures, including an understanding of service objectives and business or contact center analytics. * Consults with third-party relationship management team and suppliers on demand and supply trends to improve execution of short and long-term capacity plans. * Leverages sophisticated business/analytical knowledge to participate or lead discussions with internal teams to understand, collaborate, and influence solution strategies of sophisticated business objectives. * Applies sophisticated knowledge of various forecasting/capacity planning methodologies and performance standards using diverse data applications/visualization tools and techniques (SAS, Tableau, NICE WFM, Genesys Decisions, or capacity modeling tools, etc.). * Delivers analysis/findings in a manner that conveys understanding and insight, influences Bank and Enterprise business leaders, garners support for recommendations, drives business decisions, and influences business strategy. * Develops and communicates insights that consistently influence and drive action with business executives by using fact-based, well-rounded, and forward-looking perspectives. * Ensures that critical initiatives are assessed and included in the long-term capacity plan. * Ensures risks associated with business activities are effectively identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures. **What You Have** * Bachelor's Degree in a Business, Analytical, STEM, or Economic field of study; OR 4 years work experience in statistics, mathematics, forecasting, planning, or related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree. * 6 years of experience in workforce management to include the utilization of workforce management tools, scenario modeling, data analysis tools, telecommunications tools, contact routing, and/or workload delivery systems. * Proven track record to inspire change vertically and horizontally within Workforce Management team and/or supported business or contact center operations. * Experience using diverse data applications/visualization tools such as SAS, Tableau, NICE WFM, Genesys Decisions, or other capacity modeling tools. * Proven experience developing models related to staffing, forecasting, and capacity planning with a strong understanding of business or contact center processes, including staffing, queues, schedule bids, data analysis, and performance metrics. * Consistent track record to develop business or contact center operations policy and procedures to meet service objectives while understanding employee and business impacts. * Strong mathematical and statistical skills to maintain accurate data reporting and analysis. * Demonstrated experienced communication skills to successfully influence and present strategies, opportunities, and mitigate risk. * Demonstrated experience in turning data into insights. **What Sets You Apart** * US military experience through military service or a military spouse/domestic partner. * Expert knowledge of Microsoft Office Suite to include Word, Excel, and PowerPoint. * Knowledge of Regulation E & Z. * Demonstrated ability to interact and collaborate positively across multiple organizations. * Demonstrated capability to navigate in a fast-paced environment, prioritize tasks with competing deadlines, and demonstrate forward-thinking and planning. **What We Offer** * Compensation: arenaflex has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location. The salary range for this position is: $74,210 - $141,830. * Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the arenaflex Board of Directors. * Benefits: At arenaflex, our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental, and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals. * For more details on our outstanding benefits, please visit our benefits page on arenaflexjobs. **Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.** arenaflex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Apply Job! Apply for this job