Workforce Management Coordinator

MAPFRE • Webster, MA

1d • Hybrid

About The Position

Under the direction of the Workforce Manager, collaborate with a team of workforce coordinators and department leaders to ensure the contact center meets its customer service and phone goals.
The Workforce Management Coordinator will be responsible for the completion of assigned workforce management tasks such as scheduling, forecasting, intraday monitoring, and system administration and for accurately allocating resources to maximize our efficiencies and meet our long-term and short-term service and staffing deliverables.
Supports the organization by partnering with leaders to find innovative and collaborative solutions to challenges. Works closely with the workforce manager on high exposure projects and initiatives while also taking the lead on requests with little to no direction.

Requirements

• Associates Degree or Technical or specialized knowledge or equivalent, related experience
• 1 - 3 years or High School equivalent plus 3 - 5 years related experienc.
• Knowledge of contact center processes, including call routing, and best practices required
• Must be highly organized, able to multi-task, use sound judgment, and prioritize as necessary
• Advanced working knowledge of Microsoft Excel with the ability to capture, manipulate and present pertinent data required
• Must be able to complete ad hoc reports utilizing various reporting systems, such as Access, Excel, IEX or equivalent, and make and implement suggestions for improvement
• Capable of analyzing and interpreting call data and trends to determine short term and long term staffing needs is required
• Strong ability to make sound business decisions relative to daily workload priorities and make adjustments as needed based on volume and staffing
• Must be innovative and ensure the unit remains adaptable in a fast paced, multi-task environment
• Must be able to work as part of a team with an attitude of cooperation
• Creates and maintains an open and caring work environment with the ability to explain workforce processes and procedures to others
• Is committed to the organization and getting the job done efficiently

Nice To Haves

• Additional knowledge of database query tools such as Microsoft Access and other SQL-based products is preferred
• Experience with a workforce software preferred
• Experience in managing contact center performance through reports, scorecards and other applications is preferred
• Ability to identify, recommend, and implement improved methods, procedures and workflow
• Anticipates management reporting needs and issues proactively

Responsibilities

• Assists with forecasting for future days and weeks
• Plan for special days to ensure adequate staffing coverage
• Analyzes past call volume, interval arrival patterns and staffing patterns to provide recommendations for ways to improve resource allocation
• Generates and adjusts employees’ schedules and assures they are up to date in WFM
• Reviews time off and permanent schedule change requests
• Makes recommendations for better schedule efficiency for existing and new employees
• Monitors all Real-Time and Intra-Day activities and makes immediate changes to ensure operational goals are met
• Accurately tracks and manages contact center schedule adherence
• Generates various work force related reports and communicates results
• Provides analysis, makes suggestions, and gives guidance on innovation solutions to improve performance
• Acts as a backup for the WFM manager for meetings, projects, and requests
• Promotes and contributes to a customer centric work environment that fosters pride in being part of a winning team
• Promotes and supports the corporate vision, mission and values, and core competencies
• Collaborates with all areas to develop and implement innovative solutions to enhance customer service and enhance the performance and effectiveness of our Contact Center
• Ensures that Mapfre Insurance policies, procedures, and standards are adhered to and implemented
• Demonstrates commitment to teamwork and takes initiative to assist others
• Complies with the Corporation’s Code of Conduct and Business Ethics Policy
• Participate in other projects and activities as requested

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees