WF Coordinator - Onsite in Ft. Smith, AR.

Foundever•Fort Smith, AR

6d•Onsite

About The Position

The WF Coordinator assists with long-range planning and ongoing analysis of real-time performance, and determines alternative plans when needed. The role collects, analyzes, interprets, and summarizes data; prepares statistical and narrative reports and recommendations; and maintains relevant data, records, and tracking. The coordinator works with management to support effective data collection and analysis, meet client performance objectives, and deliver reports on time. The position manages workforce scheduling and real-time activity, including agent-level schedules and attendance reporting, schedule adherence, service levels, occupancy, and performance targets. It uses workforce management software, monitors real-time adherence, adjusts schedules to account for demand, training, meetings, policy notifications, and coaching, and supports service-level agreements. The coordinator also maintains system access and profiles, develops and updates workforce-management process documentation, delivers informational seminars, and develops continuous-improvement initiatives. Other duties may be assigned.

Requirements

High school diploma or equivalent.
One to two years of experience, or an equivalent combination of related training, education, and experience.

Responsibilities

Assist with long-range planning and ongoing analysis of real-time performance, determining alternative plans when necessary.
Collect, read, analyze, interpret, and summarize data and prepare statistical and analytical reports, narrative reports, and recommendations.
Resolve account-specific or individual issues related to data generation, analysis, and interpretation.
Maintain relevant data collection and tracking, and keep appropriate daily records of contacts and results.
Compile data and analyze past and current trends.
Coordinate with management to support organized and effective data collection and analysis.
Deliver reports on time as requested by clients or management.
Manage achievement of client performance objectives.
Create and maintain agent-level schedules and attendance reporting.
Use workforce management software and monitor real-time adherence, discussing schedule adjustments or demand-routing changes as needed.
Confirm schedule adherence to support optimal service levels, occupancy, and performance target achievement.
Maintain system access and profiles.
Determine effective base-to-flex schedule ratios for each line of business or client.
Prepare and present informational seminars to groups of twenty or more on tools for scheduling requirements, PTO requests, and exception management.
Monitor and manage site activities to support service-level agreements.
Adjust schedules to accommodate training, policy notifications, meetings, and coaching opportunities.
Develop and update workforce-management process documentation for auditing purposes.
Develop initiatives to drive continuous improvement.
Perform other additional duties and responsibilities as assigned.
Work in accordance with rules, roles, and responsibilities specified by immediate supervisors.