Full-Time Workforce Coordinator
EVERSANA is hiring a remote Full-Time Workforce Coordinator. The career level for this job opening is Entry Level and is accepting USA based applicants remotely. Read complete job description before applying.
EVERSANA
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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:
- Assisting in creating short and long-term forecast/capacity plans and ensure sufficient staff facilities are available during peak hours.
- Making real-time workforce optimization adjustments based on call volume and activity to achieve service level goals.
- Analyzing workforce management and productivity reports to develop recommendations for improved efficiencies
- Managing and tracking Contact Center associates PTO, Attendance, Scheduling and Hours Worked.
- Responding to inquiries and difficult questions/scenarios from internal stakeholders and associates.
- 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.
- 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.