Coordinator 2 Workforce

Job description

- Monitor agent schedule adherence using real-time adherence and WFM software. - Call out non-adherent events to Operations through phone, email and chat. - Oversee proactive scheduling of discretionary activities such as training, meetings, overtime, etc. - Identify service level risks intraday, and partner with Call Center team to create a plan of action to correct. - Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines. - Inform Operations management so decisions can be made regarding off-phone activities with up-to-the-minute daily statistics. - Make schedule updates and optimize scheduled activities. QUALIFICATIONS: - Minimum one year experience in a call center environment. - One year prior experience working with workforce management technologies, ACD and real time monitoring. - Basic knowledge of agent skilling a plus. - Strong analytical skills required. - Proficiency in Microsoft Office Applications including Word and Excel and other relevant software. - Ability to communicate tactfully, verbally and in writing with department heads, managers, coworkers and vendors to resolve problems and negotiate resol...