Workforce Specialist

Job description

CPI Security, a national leader in residential and commercial security solutions, is looking for a Workforce Specialist in our contact center operations. Headquartered in Charlotte, North Carolina, CPI Security was founded in 1991 on an entrepreneurial spirit and a passion for helping and protecting others. What started as a company of 10 employees and 300 customers has grown into one of the nation's top 10 largest security providers with over 750 employees. Over the years, CPI has received many awards for excellence, such as twice-awarded SDM Dealer of the Year, Central Station of the Year, and the Marvel Award. The company leads the industry in alarm response times, is consistently ranked in the top 10 of electronic security businesses and is widely known as North Carolina and South Carolina's Top 25 Best Places to Work. What You'll Do: - Monitor real-time call volume, queue performance, and schedule adherence to ensure service levels and response time goals are met. - Make real-time adjustments and recommendations based on business needs, including support of outbound dialer operations and escalation handling. - Track, analyze, and report on key performance indicators (KPIs) dai...