Workforce Management Coordinator - WI

LOCATION: HQ Villa Rica, Ga

POSITION CONTINGENT UPON AWARD OF CONTRACT

SUMMARY: To monitor real-time workforce staff to ensure and report on attendance and schedule adherence to support business needs. To assist in managing local scheduling and real-time operations which facilitate the maximization of resources (human and automated) to achieve customer satisfaction, productivity, and economic goals. Plan and develop systems and procedures to improve the operating quality and efficiency of the department.

ESSENTIAL FUNCTIONS:

• Oversees daily real-time call queue skilling, attendance and schedule adherence monitoring using available tools, and maximizes productivity and efficiency through communication and skilling to acquire business service levels consistently.
• Support the daily activities of Call Center Scheduling and Call Center Operations to maximize scheduling and real-time resource utilization; analyze and recommend the part-time, flexible, and full-time employee mix for the site.
• Involved in the approval process for all agents' Paid Time Off, Voluntary Time Off, and Overtime. Ensures that approvals or denials always align with the needs of the business.
• Interfaces with Operations management to ensure smooth scheduling coordination and maximization of schedule adherence; provides input on local conditions, identifies needs and receives direction on real-time staffing increases or decreases.
• Ensures communication of real-time staffing changes to Call Center Manager, Supervisors, and Team Leaders as needed to manage schedule adherence notifying and escalating within the site and the Network as warranted.
• Supports contingency plans as needed; escalates and directs activities during systems problems, disasters, etc.; identifies potential problems, troubleshoots, escalates issues to local and network management, and participates in post-mortem analysis of problems providing input for future process improvements.
• Approves schedules developed by Call Center Leadership and works with local management to communicate and fill schedules and handle exceptions.
• Review ongoing performance results to targets. Takes corrective measures with authorization, escalates as needed.
• Participates in daily, weekly, monthly and annual planning process as appropriate.
• Performs all duties and responsibilities in a timely and effective manner following established company policies to achieve the overall objectives of this position.
• Maintains a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate that will be conducive to maximum employee morale, productivity, and efficiency/effectiveness.
• Keeps immediate superior promptly and fully informed of all problems or unusual matters of significance and takes prompt corrective action where necessary or suggests alternative courses of action which may be taken.
• Compiles and sends daily/weekly/monthly call center reporting requests as required to support staffing and performance metric needs.

REQUIRED SKILLS AND ABILITIES

• Approximately 2 years of previous operations workforce experience including forecasting, scheduling and real-time operations management
• Effective communicator in listening, speaking and writing.
• Experience using workforce Management software
• Intermediate knowledge with reporting tools including MS Excel
• Experience in a production or call center environment

QUALIFICATION

• Associate Degree or three related experience or training.
• 2+ years' experience in real-time call center monitoring.