Full-Time Workforce Coordinator

THE POSITION: This Workforce Coordinator is primarily responsible for all aspects of multi-site workforce management activities including scheduling, reporting, and forecasting to ensure productivity meets or exceeds service level agreements and quality standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES: A Workforce Coordinator is tasked with delivering excellent service to our internal contact center associates. This service is achieved by:

1. Assisting in creating short and long-term forecast/capacity plans and ensuring sufficient staff facilities are available during peak hours.
2. Making real-time workforce optimization adjustments based on call volume and activity to achieve service level goals.
3. Analyzing workforce management and productivity reports to develop recommendations for improved efficiencies
4. Managing and tracking Contact Center associates PTO, Attendance, Scheduling and Hours Worked.
5. Responding to inquiries and difficult questions/scenarios from internal stakeholders and associates
6. All other duties as assigned

EXPECTATIONS OF THE JOB:

• Travel (None)
• Hours (40 hours per week, 5 days of the week)
• Excellent Verbal and Writing skills
• Excellent Attendance record

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

• High School Diploma
• Proficient in Excel, Word, Outlook
• Contact Center and/or Workforce background preferred

PREFERRED QUALIFICATIONS:

• 10+ years working in a contact center environment and/or a Workforce background
• Excellent Excel and Word skills
• Detail Oriented

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:

• Most tasks are performed indoors. Temperature is moderate.
• Must be able to sit at a desk for up to 8 hours per day. Walking and standing are occasionally required. Length of time of these tasks may vary from day-to-day and task-to-task.
• Requires dexterity to use and operate all necessary equipment.
• Ability to spend extended lengths of time viewing a computer screen.
• Requires normal range of hearing and vision.

Essential Skills: Patience, Client Delight, Take Action, Embrace Diversity, Grow Talent, Win Together, Communication Matters, Always Innovate

Recruitment Fraud Disclaimer: Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Please be aware of such scams.

Diversity, Equity & Inclusion: EVERSANA is an Equal Opportunity Employer.

Reasonable Accommodation: Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, EVERSANA provides reasonable accommodation when requested.

What is the last date for applying to the job?

Which countries are accepted for this remote job?