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:

• 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 track 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. 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.

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