Workforce Coordinator

About the role

The Workforce Coordinator supports the day-to-day requirements for staffing, scheduling, and reporting within the organization.

Responsibilities

• Prepare daily/weekly operational reports
• Continuously reassess results to ensure metrics are achieved
• Optimize the workforce on an hourly, daily, weekly, and monthly basis across different lines and sites
• Resolve real-time issues and contribute to ongoing solutions through interaction with operations and IT
• Proactively identify opportunities to drive efficiencies using data to validate work
• Develop performance data reports that are end-user friendly
• Present findings to staff and ops leadership as needed (done on a weekly basis)
• Conduct deep dives into historical interactions to find previously unknown drivers that contribute to volume fluctuations
• Maintain a deep understanding behind call/email drivers
• Aid the capacity manager with forecasting and scheduling
• Meet company objectives by helping out with special projects or assignments as needed, such as:
• Assist stakeholders with ad hoc report requests
• Create all new hire schedules and identify gaps and areas on the existing schedule that need coverage
• Update and maintain Verint Monet or any other WFM softwares that may be utilized by the company
• Real-time monitoring of queues in order to reallocate resources and maintain service levels

Requirements

• University degree or relevant work experience
• Proven ability to successfully work in a rapid growth virtual environment that presents significant changes
• Excellent collaboration skills and ability to work with all levels of staff
• Excellent verbal and written communication skills
• Ability to prioritize and meet timelines
• Experience with tools such as Verint, Amazon Connect, and Aqueon
• Proficiency with technology including Google Sheets, Excel, Pivot table creation and manipulation, creating formulas, etc.
• Experience in a scheduling environment a plus

Qualifications

• Experience working in a virtual environment
• Ability to work independently and manage multiple tasks
• Strong analytical and problem-solving skills
• Excellent attention to detail
• Ability to work under pressure and meet deadlines

Skills

• Microsoft Office Suite
• Verint Monet or similar WFM software
• Data analysis and interpretation
• Project management
• Communication and interpersonal skills

Benefits

Includes dental, vision, and multiple group medical plans to choose from, a 401(k) retirement savings plan, group life insurance, accidental death and dismemberment (AD&D) insurance, flexible spending account (FSA) and health savings account (HSA), commuter benefits, employer-paid short-term (STD) and long-term disability (LTD) insurance, and additional supplemental insurance plans (spouse life insurance, legal insurance, an employee assistance program, home health testing kits, and a fertility medication discount program).

Pay

$65,200.00 - $81,500.00

Schedule

No travel required

Location

Fuze Health is limited to individuals residing in the following states: Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Vermont, Virginia, Washington (WA), Wisconsin

Equal Opportunity Employer

Fuze Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, sexual orientation, age, disability, veteran status, or any other legally protected basis.