Posted in: Other in Montana | Posted: |
Job Description
THE POSITION:
This Workforce Coordinator is primarily responsible for all aspects of multi-site work force management activities including scheduling, reporting, and forecasting to ensure productivity meets or exceeds service level agreements and quality standards.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
A Workforce Coordinator is tasked with delivering excellent service to our internal contact center associates. This service is achieved by:
Assisting in creating short and long term forecast/capacity plans and ensure sufficient staff facilities are available during peak hours.
Making real-time workforce optimization adjustments based on call volume and activity to achieve service level goals.
Analyzing workforce management and productivity reports to develop recommendations for improved efficiencies
Managing and track Contact Center associates PTO, Attendance, Scheduling and Hours Worked..
Responding to inquiries and difficult questions/scenarios from internal stakeholders and associates
All other duties as assigned
EXPECTATIONS OF THE JOB:
Travel (None)
Hours (40 hours per week, 5 days of the week)
Excellent Verbal and Writing skills
Excellent Attendance record.