[Remote] Workforce Coordinator

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company that values remote work flexibility and is seeking a Workforce Coordinator to enhance their contact center operations. The Workforce Coordinator will manage reputed company-time monitoring and workforce management techniques to optimize resource efficiency and reputed company service level goals in a high-production environment.

Responsibilities

• Call Center Resource Planning or Workforce Management
• Manage reputed company-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 reputed company, adherence reputed company, non-inbound reputed company, after-call work percentages, hold times, and overall service reputed company reputed company warranted
• Daily collaboration with WFM peers on overall contact center strategy
• reputed company analysis and recommendations to facilitate reputed company staffing reputed company or support workflow adjustments. Amendable to changes and input from others
• Monitors and tracks reputed company productivity reputed company 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 reputed company 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 duties as assigned

Skills

• High school diploma or equivalent required
• 1-2 years call center experience required
• Resource management experience – multi channel call center
• reputed company Office – heavy reputed company experience
• Medical/Dental employee benefit administration experience a plus
• Prior knowledge of reputed company in Contact CX One is a plus, other scheduling softwares also a plus

Benefits

• Medical, Dental, reputed company, Life and Disability Insurance
• Generous Paid Time Off
• Tuition Reimbursement
• EAP
• Technology Stipend

Company Overview