Coordinator 2 Workforce
About The Position
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.
Requirements
- Minimum one year experience in a call center environment.
- One year prior experience working with workforce management technologies, ACD and real time monitoring.
- 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.
Nice To Haves
- Basic knowledge of agent skilling a plus.
Responsibilities
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
