**Job Title: WFO Process Lead**
**Role Overview**
As the WFO Process Lead, you will be responsible for bridging the gap between workforce operations and customer support systems, ensuring seamless coordination and optimal performance.
This role encompasses emergency response planning, customer experience enhancement, technology integration, training and development, and workforce optimization.
The compensation range is $9-11 USD/hour.
This is a non-exempt, hourly, full-time (40h/week) role.
**Key Responsibilities**
- Ensure constant tracking and analysis of the automated self-service system's performance for ongoing optimization and alignment with desired outcomes.
- Create, review, update, implement, and train CSRs on tech-related SOPs.
Ensure alignment with evolving tech advancements for standardized customer service operations.
- Develop and maintain contingency plans for workforce disruptions, technical outages, etc.
- Monitor and trac...