Workforce Management Coordinator

WSOL

Workforce Management Coordinator

Remote Office - Plano, TX 75093

Overview

Level: Experienced Position Type: Full Time Job Shift: Any Education Level: High School Travel Percentage: None Category: Admin - Clerical

Description

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.

Qualifications

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

Apply

Vacancy posted 2 days ago

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