Askfavor15d ago

Workforce Management Coordinator

United StatesFull Timemid

OtherCoordinator

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Quick Summary

Overview

Play an instrumental role to ensure support operations run smoothly and efficiently. Contribute to real-time monitoring and schedule management.

Technical Tools

OtherCoordinator

Play an instrumental role to ensure support operations run smoothly and efficiently. Contribute to real-time monitoring and schedule management. Positively impact ability to provide excellent service to customers and Runners. The schedule for this role is 9 AM - 6PM CST Sunday - Thursday.

Monitor real-time queues and agent adherence across all support channels (phone, chat, email, and others) to ensure optimal service levels are consistently maintained at all times.  Update intraday schedules immediately to accurately reflect dynamic changes such as absences, approved overtime, and unexpected callouts; minimize disruption to operations.

Accurately input and maintain attendance records and schedule exceptions within workforce management tool; ensure data integrity for reporting and payroll purposes.

Proactively escalate critical coverage gaps and emerging callout trends to leaders; provide timely insights that inform strategic staffing adjustments.

Maintain precise shift rosters and efficiently distribute essential intraday reports to relevant stakeholders; keep all stakeholders informed of operational status.

Collaborate closely with support leaders to ensure proper staffing levels are allocated for crucial team activities such as coaching sessions and training initiatives.

Assist in the solicitation and meticulous documentation of voluntary time off (VTO) and overtime (OT) opportunities; help balance staffing needs with team member preferences.

Contribute to various workforce management projects as assigned, support initiatives to enhance efficiency, tools, and overall workforce management capabilities.

Actively identify potential scheduling conflicts / adherence issues and resolve promptly to support overall operational efficiency.

A relevant degree or comparable formal training, certification, or work experience

0+ years experience; experience in contact center environment a plus

Solid verbal / written communication skills; detail-oriented with ability to follow processes  Solid time management and organizational skills with ability to multitask and thrive in a fast-paced, dynamic environment

Ability to obtain knowledge and understanding of key workforce management metrics (e.g., SLAs, adherence, occupancy)

Ability to obtain knowledge and understanding of workforce management tools (e.g., Playvox, NICE, Verint)

Proficiency in Excel / Google Sheets; proficiency in ticketing platforms a plus

Sit for an extended period of time

Hand / finger dexterity

Work extended hours