Workforce Coordinator
Allied Benefit Systems, LLC, United States
Job Description
Job Title: Workforce Coordinator
Department: Customer Service
FLSA Status: Exempt
Job Status: FT
Reports To: Sr. Manager
Positions Supervised: N/A
Work Schedule: Call Center Extended Hours (40 hour work week of rotating shifts that span the Call Center Hours of Monday-Thursday 7:30am - 7pm, Fridays 8 - 5pm and Saturday 9 - 12pm CST).
Assessments: Predictive Index Behavioral and Cognitive assessments
POSITION SUMMARY
The Workforce Coordinator will provide real-time monitoring and workforce management techniques to make intra-day adjustments to maximize resource efficiency, achieve service level goals and business objectives in a high-production, multi-channel contact center. Demonstrate a strong understanding of scheduling and staffing methodologies, forecast modeling and how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management. The Workforce Coordinator is detailed and analytically oriented, driven to positively impact our customer experience, and can thrive in a growing and transforming organization.
ESSENTIAL FUNCTIONS
- Call Center Resource Planning or Workforce Management.
- Manage real-time contact activity and agent adherence, document agent absenteeism with identifying strategies to fill gaps.
- Collaborates with Call Center Leadership Team on agent statistics: production levels, adherence levels, non-inbound levels, after-call work percentages, hold times, and overall service levels when warranted.
- Daily collaboration with WFM peers on overall contact center strategy.
- Perform analysis and recommendations to facilitate optimal staffing levels or support workflow adjustments. Amendable to changes and input from others.
- Monitors and tracks all productivity levels in the call center and implements best practices on areas where challenged and promotes solutions to streamline and improve the efficiency of work.
- Partner with peers to backfill on reporting functions to execute required daily, weekly and monthly reports for all Call Center metrics.
- Receives information from peers as to system enhancements. Executes effective resolutions for escalated issues and ensures that the appropriate Allied teams are informed.
- Demonstrates strength and understanding of business processes as well as a sense of urgency resulting in the ability to influence the organization to exceed performance standards and customer expectations.
- Other tasks as assigned.
POSITION QUALIFICATIONS
Analytical Takes action in an analytical, methodical and process oriented way, being able to determine essential features and their relations to one another in order to produce, resolve or enhance process(es).
Communication Communicates effectively both internally and externally, where applicable. Includes both written and verbal communication.
Initiative Takes action independently, seeks new opportunities, and strives to see projects to completion.
Interpersonal Skills Builds strong relationships, is flexible/adaptable, works well with others, and solicits feedback.
Job Knowledge Understands the facets of job, aware of duties and responsibilities, and keeps job knowledge current.
Problem Solving Strives to understand contributing factors, works to resolve complex situations.
Productivity Manages workload, works efficiently, and meets goals and objectives.
Quality Strives to eliminate errors, accurate work is a priority, seeks opportunities to improve product/services
Self-Development Looks for opportunities to increase knowledge, works to increase responsibility, strives to achieve personal goals and/or maintains licenses and other pertinent requirements.
Teamwork Accountable to team, works to meet established deliverables, appreciates view of team members, and respectful.
Technical Skills Maintains current understanding of technical process/equipment, uses technology to increase performance/productivity; effectively uses online tools and resources.
SKILLS amp; ABILITIES
Must be proficient Microsoft products with heavy Excel expertise
knowledge of Nice in Contact CX One is a plus
Experience
2-3 years’ experience inCall center and medical/dental employee benefit administration preferred
Education
High school diploma requiredhigher education preferred
Certificates amp; Licenses
N/A
PHYSICAL D