• Workforce Coordinator

    Job Locations US-AZ-Gilbert
    Job ID
    2018-2353
    Category
    Customer Service/Support
  • Position Summary

    This role is responsible for analyzing and reporting on call center trends, including call volumes, call patterns, staff productivity, and resource allocation. The Workforce Coordinator will monitor multiple lines of business for key performance indicators and confirm call center expectations and goals are achieved for all contact channels including inbound/outbound calls, chat, email, and voicemail.

    Essential Duties & Responsibilities (Other duties may be assigned)

    • Utilize workforce applications and reports to provide real-time analysis to ensure staffing levels are sufficient to meet workload requirements throughout the day.
    • Adjust skill and/or schedule assignments to manage fluctuations in contact volume in order to maintain or restore service levels.
    • Monitor CCR schedule adherence via RTA tool to ensure correct staffing is in the right place, at the right time.
    • Schedule off-phone activities to meet both service level agreements and employee training/development needs.
    • Update schedules to ensure WFM system is able to provide accurate statistical staffing requirements.
    • Monitor workforce and reports any outliers or unusual activities to management.
    • Manage the attendance line and accurately record attendance events and update schedules to include breaks, paid time off, sick, etc.   
    • Act as the primary point of contact for any system issues impacting Customer Care; coordinate communications between CCRs, Leadership Team and IT. 
    • Effectively communicate information to all levels of the organization, as necessary.
    • Perform special projects/assignments as needed.

    Minimum Qualifications (These are the requirements that all applicants MUST HAVE to be considered for this position)

    • H.S. diploma or GED.
    • 2 years of experience in a high volume call center environment.
    • Strong interpersonal skills, detail oriented and able to manage tasks simultaneously.
    • Experience using Microsoft office software to include Word, PowerPoint, Outlook and skilled Excel knowledge.
    • Familiarity with call center technology and Workforce Management.

    Preferred Qualifications

    • Associate’s degree from an accredited institution.
    • 4 years of experience in a high volume call center environment.
    • Experience in a call center scheduling analysis role.
    • Strong knowledge of Isagenix Customer Care policies and procedures.
    • Experience using Workforce Management applications and reports, including Real Time Adherence (RTA).

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