Coordinator Workforce

Position: Coordinator 2 Workforce
* Monitor agent schedule adherence using real-time adherence and WFM software.

* Call out non-adherent events to Operations through phone, email and chat.

* Oversee proactive scheduling of discretionary activities such as training, meetings, overtime, etc.

* Identify service level risks intraday, and partner with Call Center team to create a plan of action to correct.

* Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines.

* Inform Operations management so decisions can be made regarding off-phone activities with up-to-the-minute daily statistics.

* Make schedule updates and optimize scheduled activities.

QUALIFICATIONS

* Minimum one year experience in a call center environment.

* One year prior experience working with workforce management technologies, ACD and real time monitoring.

* Basic knowledge of agent skilling a plus.

* Strong analytical skills required.

* Proficiency in Microsoft Office Applications including Word and Excel and other relevant software.

* Ability to communicate tactfully, verbally and in writing with department heads, managers, coworkers and vendors to resolve problems and negotiate resolutions

EDUCATION

* Completion of high school or basic education equivalency required.

* Two years college or more preferred.

SPECIAL INSTRUCTIONS TO CANDIDATES

* EOE/AA M/F/D/V