Workforce Specialist

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) daily and in real time.
• Identify performance gaps and partner with leaders to provide insights and recommendations that support coaching and operational improvements.
• Support forecast and scheduling activities, including project-based and short-term staffing plans.
• Continuously evaluate trends and performance data to optimize efficiency across all contact channels.
• Conduct analysis on service level performance and forecast variances; independently research findings and recommend solutions.
• Collaborate with cross-functional teams and leadership to communicate insights, risks, and opportunities.
• Maintain accurate reporting and documentation while handling sensitive and confidential information with discretion.
• Utilize Workforce Management (WFM) tools and systems to support monitoring, tracking, and reporting activities.

What We're Looking For:

• 3–7 years of experience in contact center, workforce management, or customer service
• Strong analytical and problem-solving skills
• Proficiency in Microsoft Office, especially Excel
• Experience with WFM tools and contact center platforms (e.g., Genesys and Salesforce)
• Excellent communication and collaboration skills
• Ability to work independently and make sound business decisions
• High level of accountability and attention to detail
• Ability to build and maintain accurate volume forecast using historical data, trends and business drivers

What's In It For You!

• Engaging and fun company culture that’s made up of diverse people.
• Volunteer and community engagement opportunities.
• Great medical, dental, vision, short- & long-term disability, and life insurance options. PTO, 401(k) plan with competitive company match. 
• Education assistance – we encourage & support our employees who want to improve their skills and further their education for advancement.
• On-site café, coffee/smoothie bar, walking trail, basketball court, and state-of-the-art fitness facility with a dedicated Fitness Director.