WF Coordinator - Onsite in Ft. Smith, AR.

Foundever®•Fort Smith, AR

8d•Onsite

About The Position

The WF Coordinator assists with long-range planning and ongoing analysis of real-time performance, determining alternative plans when needed. The role collects, analyzes, interprets, and summarizes data; prepares statistical and narrative reports and recommendations; and maintains records and tracking of relevant data. The coordinator works with management to support effective data collection and analysis, meet client performance objectives, and deliver reports on time. The position creates and maintains agent-level schedules and attendance reporting, uses workforce management software, monitors real-time adherence, and discusses schedule or demand-routing adjustments. It supports service-level agreements by managing site activities and adjusting schedules for training, policy notifications, meetings, and coaching. The role also maintains system access and profiles, develops workforce management process documentation, and supports continuous improvement. The position is onsite in Fort Smith, Arkansas.

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.
Prepare statistical and narrative reports and recommendations, and participate in analysis and interpretation of data.
Collect, read, analyze, interpret, and summarize data for statistical and analytical reports.
Resolve account-specific or individual issues related to data generation, analysis, or interpretation.
Maintain collection and tracking of relevant data and keep 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 the client or management.
Manage achievement of client performance objectives.
Create and maintain agent-level schedules and attendance reporting.
Use workforce management software proficiently.
Monitor real-time adherence and discuss necessary schedule or demand-routing adjustments.
Confirm schedule adherence to support optimal service levels, occupancy, and performance targets.
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 duties and responsibilities as assigned.