Workforce Management Coordinator

Provide a great customer and agent experience by effectively delivering real-time (intra-day) schedule management with the purpose of optimizing resources to achieve business objectives

PRINCIPAL ACCOUNTABILITIES
• Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
• Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Program Success teams to achieve service level goals / business objectives for a multi-client and multi-channel remote agent workforce.
• Maintain constant communication with Program Success teams to coordinate needed staffing adjustments based on current and forecasted results.
• Update internal and external reports. Distribute reports as instructed.

PLEASE NOTE: Although work is performed 100% virtually from home, eligible candidates must reside in one of the following states: Arkansas; Arizona; Colorado; Florida; Illinois; Indiana; Iowa; Michigan; Nebraska; Ohio; Tennessee; Texas; Wisconsin. Visa sponsorship is not available for this position.

Minimum of two years of experience performing WFM-related functions (specifically real-time management), preferably in a multi-department/site contact center environment.

Experience with WFM software that includes real-time adherence preferred.

Good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and ability to organize/analyze data in a structured manner.

Competency communicating with all organizational levels and building strong relationships with internal teams and customers; working as a team player in a fast-paced environment.

Ability to multi-task, be detail-oriented, meet deadlines and be accountable for performance.

Willingness and ability to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added-value.

Ability to use a keyboard and work at a computer for a large portion of the work period.

Ability to work variable hours, which may include evenings and weekends.

Benefits:
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Work From Home

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