On-site Workforce Management Coordinator

SUMMARY:

To monitor real-time workforce staff to ensure and report on attendance and schedule adherence supports 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.
• Monitors daily/weekly/monthly KPIs and escalate to stakeholders as appropriate.
• Support daily activities of Call Center Scheduling and Call Center Operations to maximize scheduling and real-time utilization of resources; analyzes and recommend part-time, flexible, and full-time employee mix for the site.
• Involved in the approval process for all Agent Paid Time Off, Voluntary Time Off, and Overtime. Ensures that approvals or denials align with the needs of the business at all times.
• Interfaces with Operations management to ensure smooth coordination of scheduling 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 Directors/Managers, Supervisors, and Team Leaders as needed to manage schedule adherence notifying and escalating within the site and within 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 postmortem analysis of problems providing input for future process improvements.
• Approves schedules developed by Workforce Leadership and works with local management to communicate and fill schedules and handle exceptions.
• Approves and processes agent schedule change requests based on staffing needs.
• Sets up new hire information in WFM Tool, Telephone and other Workforce Systems.
• Reviews ongoing performance results to targets, takes corrective measures with authorization and escalates as needed.
• Participates in daily, weekly, monthly, and annual planning process as appropriate.
• Database maintenance and reporting accuracy.
• Performs all duties and responsibilities in a timely and effective manner in accordance with 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.
• Projects a favorable image of the company to promote its aims and objectives and foster and enhance public recognition and acceptance of all its areas of endeavor.
• Keeps immediate superior promptly and fully formed 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.
• Creates and/or maintains process documents.
• Performs other duties and responsibilities as required or requested.

REQUIRED SKILLS AND ABILITIEs

• Has about 1-year Workforce Management experience in real-time operations management, scheduling and/or reforecasting,
• Effective communicator in listening, speaking, and writing.
• Advanced experience using Workforce Management Software
• Advanced knowledge of reporting tools including MS Excel
• Analytical skills and statistical background
• Experience in a production or call center environment
• Working knowledge of running reports and retrieving data through reports.

QUALIFICATION

• Associate/Bachelor’s Degree or at least one year of Call Center experience or training.
• Working knowledge of Microsoft Office.

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