Job Posting for Workforce Management Coordinator at Morgan & Morgan, P.A.
About the Role
Our Workforce Management Coordinator is responsible for monitoring and reporting agent schedule adherence in real-time, working closely with Contact Center leaders, and calling out non-adherent activities in order to re-direct non-adherent agents back to their scheduled tasks.
Responsibilities include but are not limited to:
Monitor real-time contact center volume traffic in a multi-skill contact center environment, utilizing forecasts and schedules to manage service levels on a daily basis
Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
Support Contact Center team to focus on real-time agent productivity to meet or exceed SLA and KPI targets, performance exceptions and schedule adherence
Collaborate with the leadership team to make daily changes (i.e.: schedule updates and skill changes) and/or issue procedural notifications based on trigger events (e.g., average handle time (AHT), volume, absenteeism, etc.)
Manage daily attendance tracking, ensuring staffing schedules meet requirements, manage call queues, and track agent adherence/shrinkage and escalate as and when required
Input intraday scheduling exceptions as required (e.g. training, special projects, meetings, coaching, overtime, etc.), in coordination with Training Team, WFM, and the Leadership team
Facilitate real-time discussions with necessary stakeholders
Build and maintain strong relationships with Managers and Team Leads to ensure all expectations are accomplished
Qualifications
2 years minimum experience in a contact center; basic contact center-specific software and applications knowledge
At least 1 year Workforce Management experience is preferred, but not required
High school diploma or the equivalent (GED)
Flexibility to work weekends and all potential open office hours
Effective communication with all levels of organization
Exceptional attendance, performance and conduct, with no write-ups within the last 3 months
Team player
Clear quantitative, analytical and technical aptitude skills
High degree of ability to analyze data, using the data to drive decision making and implement effective resolutions (comfortable with data manipulation)
Basic knowledge of WFM management processes, concepts and principles (i.e. staffing, projections, scheduling, service level analysis, metrics monitoring)
This position is a Work From Home position:
Must be able to provide a distraction free environment (no pets, TVs, children, etc. during scheduled work time)
Must live in Las Vegas, Nevada area
Must be willing and able to pass Internet Speed Test of 300 Mbps download/30 Mbps upload speed before interview.
The understanding that although this is a Work from Home position, this position can move in office.
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Salary.com Estimation for Workforce Management Coordinator in Las Vegas, NV
$109,560 to $158,128
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