WFM Coordinator - Onsite in Deland, FL
About The Position
This position assists with long range planning and on-going analysis of real time performance and the determination of alternative plans when necessary. Prepare statistical and narrative reports and recommendations and participate in the analysis and interpretation of data as appropriate. Collect, read, analyze, interpret, and summarize data in preparation & generation of statistical and analytical reports. Act decisively to solve account specific/individual issues related to data generation/analysis/interpretation Maintain collection and tracking of relevant data. Maintain appropriate records of contacts and results daily. Compile data and analyze past and current trends. Interact/Coordinate with management in an organized manner resulting in effective data collection and analysis. Work in accordance with the rules, roles and responsibilities set/specified by immediate supervisors. Deliver reports on time as requested by the client and/or management. Manage achievement of client performance objectives. Create and Maintain agent level schedules and attendance reporting. Proficiently understands and utilizes workforce management software. Monitor RTA and discuss any real-time adjustments to the schedule and/or demand routing changes that need to be made. Confirms schedule adherence ensuring optimal service levels and occupancy and performance target achievement. Maintains system access and profiles. Determines effective base to flex schedule ratios for each line of business or client. Prepares and presents informational seminars to groups of twenty or more instructing on the use and importance of tools for scheduling requirements, PTO requests, and exception management. Monitors and manages site activities to support service level agreements. Performs ongoing adjustments of schedule to meet training, policy notification, meetings, and coaching opportunities. Develops and updates as necessary process documentation on workforce management for auditing purposes. Develops initiatives to drive continuous improvement. May perform other additional duties and responsibilities as assigned
Requirements
- High school diploma or equivalent required.
- One to two years’ experience; or any equivalent combination of related training/education and experience required.
- Ability to complete and pass a criminal background check.
Responsibilities
- Assist with long range planning and ongoing analysis of real-time performance.
- Determine alternative plans when necessary.
- Prepare statistical and narrative reports and recommendations.
- Participate in the analysis and interpretation of data.
- Collect, read, analyze, interpret, and summarize data for statistical and analytical reports.
- Act decisively to solve account-specific/individual issues related to data generation/analysis/interpretation.
- Maintain collection and tracking of relevant data.
- Maintain appropriate records of contacts and results daily.
- Compile data and analyze past and current trends.
- Interact/Coordinate with management for effective data collection and analysis.
- Work in accordance with rules, roles, and responsibilities set by immediate supervisors.
- Deliver reports on time as requested by the client and/or management.
- Manage achievement of client performance objectives.
- Create and maintain agent-level schedules and attendance reporting.
- Proficiently understand and utilize workforce management software.
- Monitor RTA and discuss any real-time adjustments to the schedule and/or demand routing changes.
- Confirm schedule adherence ensuring 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 instructing on the use and importance of tools for scheduling requirements, PTO requests, and exception management.
- Monitor and manage site activities to support service level agreements.
- Perform ongoing adjustments of schedule to meet training, policy notification, meetings, and coaching opportunities.
- Develop and update process documentation on workforce management for auditing purposes.
- Develop initiatives to drive continuous improvement.
- May perform other additional duties and responsibilities as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
