Workforce Coordinator
About the role
Responsible for assisting in managing day-to-day operations based upon plan set by Workforce Planning Analysts to include processing time off requests, answering associate inquiries, etc. Monitor daily incoming workloads and balance resources to meet service level objectives and assist with managing associate schedules. Support call center reporting, allocation and other call center technologies. Refers complex, unusual problems to supervisor. Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, and techniques. Work typically involves regular review of output by a senior coworker or supervisor. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. No travel required.
Responsibilities
- Coordinates real-time management of workloads and resources for the center.
- Schedules associate time off the phones for training, meetings, and other business purposes.
- Ensures all system coverage is maintained and scheduled.
- Provides daily reports for assigned areas within the contact centers.
- Verifies contingent labor hours and corrects discrepancies.
- Performs other duties and projects as assigned.
Requirements
HS Diploma or GED strongly preferred. Specialized skills training/certification may be required. Generally 2-5 years of experience in area of responsibility.
Qualifications
- Previous call center experience.
- Workforce management experience.