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Workforce Coordinator

Remote:

Full Remote

Experience:

Junior (1-2 years)

Work from:

United States

Offer summary

Qualifications:

High school diploma required, 1-2 years call center experience, Resource management experience, Microsoft Office - heavy Excel experience.

Key responsabilities:

Manage real-time contact activity and productivity
Collaborate with Call Center Leadership on agent statistics

Allied Benefit Systems, LLC Unicorn https://www.alliedbenefit.com/

501 - 1000 Employees

See all jobs

Job description

WORKFORCE COORDINATOR

Position Summary

The Workforce Coordinator will provide real-time monitoring and workforce management techniques to make intra-day adjustments to maximize resource efficiency, achieve service level goals and business objectives in a high-production, multi-channel contact center. Demonstrate a strong understanding of scheduling and staffing methodologies, forecast modeling and how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management. The Workforce Coordinator is detailed and analytically oriented, driven to positively impact our customer experience, and can thrive in a growing and transforming organization.

WORK SCHEDULE

Monday-Thursday 11:30am-8pm CST, Friday 9:30am-6pm CST, with rotational Saturday from 9am-12pm CST

Future change of hours may occur due to extended hours of operation in the contact center and/or business needs.

Essential Functions

Call Center Resource Planning or Workforce Management.
Manage real-time contact activity and agent adherence, document agent absenteeism with identifying strategies to fill gaps.
Collaborates with Call Center Leadership Team on agent statistics: production levels, adherence levels, non-inbound levels, after-call work percentages, hold times, and overall service levels when warranted.
Daily collaboration with WFM peers on overall contact center strategy.
Perform analysis and recommendations to facilitate optimal staffing levels or support workflow adjustments. Amendable to changes and input from others.
Monitors and tracks all productivity levels in the call center and implements best practices on areas where challenged and promotes solutions to streamline and improve the efficiency of work.
Partner with peers to backfill on reporting functions to execute required daily, weekly and monthly reports for all Call Center metrics.
Receives information from peers as to system enhancements. Executes effective resolutions for escalated issues and ensures that the appropriate Allied teams are informed.
Demonstrates strength and understanding of business processes as well as a “sense of urgency” resulting in the ability to influence the organization to exceed performance standards and customer expectations.
Other duties as assigned.

EDUCATION

High school diploma required—higher education preferred

Experience And Skills

1-2 years call center experience required
Resource management experience – multi channel call center
Microsoft Office – heavy Excel experience
Medical/Dental employee benefit administration experience a plus
Prior knowledge of Nice in Contact CX One is a plus, other scheduling softwares also a plus

COMPETENCIES

Communication
Customer Focus
Accountability
Functional/Technical Job Skills

PHYSICAL DEMANDS

This is an office environment requiring extended sitting and computer work.

WORK ENVIRONMENT

Remote

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.