What are the responsibilities and job description for the Workforce Coordinator position at The Home Depot?
Position Purpose:
The Workforce Coordination will work closely with the Workforce Analyst and Workforce team to assist in the on-going day-to-day monitoring of schedule adherence and call wait times to ensure that service level agreements are maintained.
Major Tasks, Responsibilities & Key Accountabilities:
60% Monitor real-time service levels for multiple skills and groups using Avaya CMS and a Workforce Management software. Communicate and follow-through with Center Management to decrease wait times and abandon rates. Proactively recognize intraday call trends and report any changes. Change individual skill settings and priorities as needed. Make recommendations to improve schedule efficiencies. Make recommendations to improve workforce processes.
40% Pull adherence daily reports. Approve and update adherence exceptions in workforce management software using existing processes. Communicate non-adherence issues to Center Management. Retrieve messages from centralized attendance line and forward to appropriate individuals. Update attendance occurrences in database and in workforce management software. Pull system report(s). Assist with time-off approval process.
Nature and Scope:
Typically reports to Workforce Manager
No direct responsibility for supervising others
Environmental Job Requirements:
Environment:
1. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel:
Typically requires overnight travel less than 10% of the time.
Additional Environmental Job Requirements:
The Workforce Coordination will work closely with the Workforce Analyst and Workforce team to assist in the on-going day-to-day monitoring of schedule adherence and call wait times to ensure that service level agreements are maintained.
Major Tasks, Responsibilities & Key Accountabilities:
60% Monitor real-time service levels for multiple skills and groups using Avaya CMS and a Workforce Management software. Communicate and follow-through with Center Management to decrease wait times and abandon rates. Proactively recognize intraday call trends and report any changes. Change individual skill settings and priorities as needed. Make recommendations to improve schedule efficiencies. Make recommendations to improve workforce processes.
40% Pull adherence daily reports. Approve and update adherence exceptions in workforce management software using existing processes. Communicate non-adherence issues to Center Management. Retrieve messages from centralized attendance line and forward to appropriate individuals. Update attendance occurrences in database and in workforce management software. Pull system report(s). Assist with time-off approval process.
Nature and Scope:
Typically reports to Workforce Manager
No direct responsibility for supervising others
Environmental Job Requirements:
Environment:
1. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel:
Typically requires overnight travel less than 10% of the time.
Additional Environmental Job Requirements:
Standard Minimum Qualifications:
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:
Education Required:
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Years of Relevant Work Experience:
2 years
Certifications & Licenses:
Physical Requirements:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Additional Qualifications:
Knowledge of Call Routing and/or Workforce Software, such as Blue Pumpkin, Avaya CMS or Witness. Should be flexible and willing to assist with challenging tasks. Should have sound judgment and can make recommendations based on relevant data. Should have strong communication skills to work with a variety of individuals.
Preferred Qualifications:
Call Center experience
Workforce Intraday/Real-Time Management experience
Workforce scheduling experience
Knowledge, Skills, Abilities and Competencies:
Should be flexible and willing to assist with challenging tasks.
Should have sound judgment and can make recommendations based on relevant data.
Solid communications and interpersonal skills; ability to develop effective business relationships and build consensus.
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:
Education Required:
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Years of Relevant Work Experience:
2 years
Certifications & Licenses:
Physical Requirements:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Additional Qualifications:
Knowledge of Call Routing and/or Workforce Software, such as Blue Pumpkin, Avaya CMS or Witness. Should be flexible and willing to assist with challenging tasks. Should have sound judgment and can make recommendations based on relevant data. Should have strong communication skills to work with a variety of individuals.
Preferred Qualifications:
Call Center experience
Workforce Intraday/Real-Time Management experience
Workforce scheduling experience
Knowledge, Skills, Abilities and Competencies:
Should be flexible and willing to assist with challenging tasks.
Should have sound judgment and can make recommendations based on relevant data.
Solid communications and interpersonal skills; ability to develop effective business relationships and build consensus.
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