Coordinator 2 Workforce
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• 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