Call Center Scheduling Coordinator
About The Position
This position is responsible for managing and amending daily schedules based on real time demand and monitoring real time traffic, service levels and agent schedules. This position works with WFM and management to ensure daily sales objectives are met using Genesys skill based call routing application. This position works with WFM and management to schedule ad hoc meetings and other activities. This position alerts necessary management when technical issues arise. This position works with other RTAs and management across departments and across sites in monitoring agent call activity to achieve goals. This position will require minimal Sales Clerk duties and other operational processes within the Direct Sales Operations team.
Requirements
- 4-year college degree in Business Administration, Computer Science, Information Systems or related field desired or equivalent combination of experience and education preferred.
- Minimum 3 years’ experience with call center productivity management, as well as with workforce management software and the preparation of agent schedules in a call center environment.
- Knowledge of existing and emerging workforce management software, automatic call distribution technology and industry best practices required.
- Proven ability to achieve high service quality results as well as meet productivity levels required.
- Professional written and oral communication skills required, along with demonstrated people management skills, organizational skills and time management skills.
- Proficiency in using Microsoft Office software, including Outlook, Word, PowerPoint and Excel.
- Position will require minimal Sales-clerk duties and other operational processes within the Direct Sales Operations team.
Responsibilities
- Managing and amending daily schedules based on real time demand
- Monitoring real time traffic, service levels and agent schedules
- Working with WFM and management to ensure daily sales objectives are met using Genesys skill based call routing application
- Scheduling ad hoc meetings and other activities with WFM and management
- Alerting necessary management when technical issues arise
- Working with other RTAs and management across departments and across sites in monitoring agent call activity to achieve goals
- Performing minimal Sales Clerk duties and other operational processes within the Direct Sales Operations team
Benefits
- Health coverage for medical, dental, vision
- 401(K) saving plan with company match AND Pension
- Tuition assistance
- PTO for community volunteer programs
- Wellness program
- Employee discounts
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
101-250 employees
