Workforce Coordinator

Allied Benefit Systems•Chicago, IL

1d•$20 - $22•Remote

About The Position

The Workforce Coordinator provides real-time monitoring and workforce management in a high-production, multi-channel contact center. The role makes intra-day adjustments to maximize resource efficiency and achieve service-level goals and business objectives. It requires understanding scheduling and staffing methodologies, forecast modeling, how staffing forecasts translate into optimal schedules, and real-time contact center management. The coordinator is detail-oriented and analytical, focused on positively influencing customer experience, and able to work in a growing and transforming organization. This is a remote role. The employee must have cable broadband or fiber-optic internet service with speeds of at least 100 Mbps download and 25 Mbps upload. The role is based in an office-work context involving extended sitting and computer work, though the position is described as remote. The position is full time and pays $20.00–$22.00 per hour. Allied offers a benefits package that includes medical, dental, vision, life and disability insurance, paid time off, tuition reimbursement, an employee assistance program, and a technology stipend.

Requirements

High school diploma or equivalent.
1–2 years of call center experience.
Resource management experience in a multi-channel call center.
Heavy Microsoft Excel experience.
Accountability, communication, customer service orientation, functional and technical skills, quality focus, and time and task management.

Nice To Haves

Medical or dental employee benefit administration experience.
Prior knowledge of NICE inContact CXone.
Experience with other scheduling software.

Responsibilities

Manage real-time contact activity and agent adherence, and document absenteeism while identifying strategies to fill staffing gaps.
Collaborate with call center leadership on agent production, adherence, non-inbound activity, after-call work, hold times, and service levels as needed.
Collaborate daily with workforce management peers on contact center strategy.
Analyze staffing and recommend ways to optimize staffing levels or adjust workflows.
Monitor and track call center productivity, identify challenges, implement best practices, and promote solutions to improve efficiency.
Partner with peers to provide reporting coverage and produce required daily, weekly, and monthly call center metrics reports.
Receive information from peers about system enhancements.
Resolve escalated issues effectively and ensure appropriate Allied teams are informed.
Use knowledge of business processes and a sense of urgency to influence the organization to exceed performance standards and customer expectations.
Perform other duties as assigned.