Workforce Coordinator

Allied Benefit Systems•Chicago, IL

1d•$21 - $22•Remote

About The Position

The Workforce Coordinator will provide real-time monitoring and workforce management techniques to make intra-day adjustments to maximize resource efficiency, achieve service level goals and business objectives in a high-production, multi-channel contact center. Demonstrate a strong understanding of scheduling and staffing methodologies, forecast modeling and how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management. The Workforce Coordinator is detailed and analytically oriented, driven to positively impact our customer experience, and can thrive in a growing and transforming organization.

Requirements

High school diploma or equivalent required
1-2 years call center experience required
Resource management experience – multi channel call center
Microsoft Office – heavy Excel experience

Nice To Haves

Medical/Dental employee benefit administration experience a plus
Prior knowledge of Nice in Contact CX One is a plus, other scheduling softwares also a plus

Responsibilities

Call Center Resource Planning or Workforce Management.
Manage real-time contact activity and agent adherence, document agent absenteeism with identifying strategies to fill gaps.
Collaborates with Call Center Leadership Team on agent statistics: production levels, adherence levels, non-inbound levels, after-call work percentages, hold times, and overall service levels when warranted.
Daily collaboration with WFM peers on overall contact center strategy.
Perform analysis and recommendations to facilitate optimal staffing levels or support workflow adjustments.
Monitors and tracks all productivity levels in the call center and implements best practices on areas where challenged and promotes solutions to streamline and improve the efficiency of work.
Partner with peers to backfill on reporting functions to execute required daily, weekly and monthly reports for all Call Center metrics.
Receives information from peers as to system enhancements.
Executes effective resolutions for escalated issues and ensures that the appropriate Allied teams are informed.
Demonstrates strength and understanding of business processes as well as a “sense of urgency” resulting in the ability to influence the organization to exceed performance standards and customer expectations.
Other duties as assigned.