Share Email Opening
Title

Remote Workforce Coordinator 

Location Remote, United States  
Description

SUMMARY

The Workforce Coordinator monitors real-time adherence within the Customer Care Center. In addition, this position assists the Workforce Manager with overall call center workforce management and reporting activities including: forecasting, scheduling, historical, custom, and ad hoc reporting. The Workforce Coordinator will complete training on the Interactive Intelligence system and will administer it to meet the business goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Monitor call volume demands across inbound and outbound workgroup queues while flexing staff accordingly and adjusting to meet interval/daily service level goals.
  • Create and manage outbound Voice and Text campaign daily dialer files, while monitoring calls per hour to ensure completion of all campaigns by close of business.
  • Work closely with IT/telecom/telephony to identify any technical issues; determine root cause and provide updates to call center leadership.
  • Monitor and adjust call routing when workforce activities and center performance and identify actions to take in order to assure Service Level goals are met.
  • Monitor staff adherence to work schedules
  • Compare call forecasts with actual results to examine variances, proactively identify scheduling gaps and offer solutions to close them.
  • Work as back up for Workforce Manager:
    • Assist with creating schedules for call center agents to handle workload while meeting performance targets, addressing shift needs, schedule availability, and off phone time (breaks, lunch, training, vacation, etc.).
    • Create short and long - term forecast using historical and seasonal call patterns.
    • Create and maintain performance reports and client-specific reports.
    • Assist with performance analysis for accurate and timely reporting to support business processes, decision-making and effective management of the Call Center.
    • Assist with performance analysis of daily/weekly/monthly/quarterly/annual results for the call center.
  • Assist with bi-annual shift bids
  • Perform other duties as assigned by Workforce manager or Call Center management
  • Regular and reliable attendance required
 
Position Requirements

QUALIFICATIONS

  • Minimum 1 year experience with a workforce management scheduling software (IEX, eWFM, Blue Pumpkin) etc..
  • Minimum 2 years in call center environment
  • Strong mathematical , analytical and decision making skills
  • Must be able to handle multiple task in a fast-paced ever changing environment.
  • Ability to apply well developed time management skills to define priorities and implement activities to meet requirement and deadlines.
  • Strong working knowledge of Microsoft Excel

EDUCATION

  • High school diploma required
  • Bachelor’s Degree preferred

MATHEMATICAL SKILLS

  • Basic skills including but not limited to addition, subtraction, multiplication and division of whole numbers, decimals, and fractions

REASONING ABILITY

PHYSICAL DEMANDS

  • Ability to periodically lift 20 pound boxes of paper
  • Must be able to sit for prolonged periods of time
  • May frequently be required to stand, walk, use hands, reach, stoop, kneel or bend, talk, or hear

WORK ENVIRONMENT

  • Moderate to loud noise level
  • Fast paced and positive
  • Employee may be required to furnish mobile services and devices necessary to receive business communications on a continual basis; including voice, text, email, and ability to connect to ABC’s enterprise email server
 
Relocation Assistance  
Travel Requirements  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently not accepting applications.

To search for an open position, please go to http://ABCFinancialServicesInc.appone.com



WE ALSO RECOMMEND

Other Jobs Within Same Category
Bilingual (English/Spanish) Customer Service Representative - Work from Home in Remote, United States, Remote
Posted on: 6/21/2018
[Apply Now]

Customer Service Representative - Work from Home (Alabama Only) in Remote, Alabama
Posted on: 6/15/2018
[Apply Now]

Customer Service Representative - Work from Home (Arkansas Only) in Remote, Arkansas
Posted on: 6/15/2018
[Apply Now]

Customer Service Representative - Work from Home (Georgia Only) in Remote, Georgia
Posted on: 6/15/2018
[Apply Now]

Customer Service Representative - Work from Home (Virginia Only) in Remote, Virginia
Posted on: 6/15/2018
[Apply Now]


Other Jobs Within 60 Miles
Building and Property Maintenance Technician in Sherwood, Arkansas
Posted on: 6/17/2018
[Apply Now]

DevOps Systems Engineer in Remote, United States, Remote
Posted on: 5/14/2018
[Apply Now]

DevOps Systems Engineer in Sherwood, Arkansas
Posted on: 5/14/2018
[Apply Now]

Data Analyst in Sherwood, Arkansas
Posted on: 6/6/2018
[Apply Now]

Sales Strategy and Operations Manager in Remote, United States, Remote
Posted on: 6/22/2018
[Apply Now]



Follow us See who works here:
 


AppOne.comTM 1999-2017 HR Services, Inc.
Click here for technical assistance.