Workforce Coordinator

POSITION SUMMARY 

The Workforce Coordinator will provide real-time monitoring and workforce management techniques to make intra-day adjustments to maximize resource efficiency, achieve service level goals and business objectives in a high-production, multi-channel contact center.  Demonstrate a strong understanding of scheduling and staffing methodologies, forecast modeling and how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management.  The Workforce Coordinator is detailed and analytically oriented, driven to positively impact our customer experience, and can thrive in a growing and transforming organization.

 

 

ESSENTIAL FUNCTIONS 

• Call Center Resource Planning or Workforce Management.
• Manage real-time contact activity and agent adherence, document agent absenteeism with identifying strategies to fill gaps.
• Collaborates with Call Center Leadership Team on agent statistics: production levels, adherence levels, non-inbound levels, after-call work percentages, hold times, and overall service levels when warranted.
• Daily collaboration with WFM peers on overall contact center strategy.
• Perform analysis and recommendations to facilitate optimal staffing levels or support workflow adjustments.  Amendable to changes and input from others.
• Monitors and tracks all productivity levels in the call center and implements best practices on areas where challenged and promotes solutions to streamline and improve the efficiency of work.   
• Partner with peers to backfill on reporting functions to execute required daily, weekly and monthly reports for all Call Center metrics.  
• Receives information from peers as to system enhancements.  Executes effective resolutions for escalated issues and ensures that the appropriate Allied teams are informed.
• Demonstrates strength and understanding of business processes as well as a “sense of urgency” resulting in the ability to influence the organization to exceed performance standards and customer expectations.
• Other duties as assigned.

 

EDUCATION

• High school diploma or equivalent required

 

 

EXPERIENCE AND SKILLS 

• 1-2 years call center experience required
• Resource management experience – multi channel call center
• Microsoft Office – heavy Excel experience
• Medical/Dental employee benefit administration experience a plus
• Prior knowledge of Nice in Contact CX One is a plus, other scheduling softwares also a plus

 

 

POSITION COMPETENCIES

• Accountability
• Communication
• Customer Service Orientation
• Functional/Technical Skills
• Quality Focus
• Time and Task Management

 

 

PHYSICAL DEMANDS

• This is an office environment requiring extended sitting and computer work.
  
   

WORK ENVIRONMENT  

• Remote

 

Here at Allied, we believe that great talent can thrive from anywhere. Our remote friendly culture offers flexibility and the comfort of working from home, while also ensuring you are set up for success. To support a smooth and efficient remote work experience, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 100Mbps download/25Mbps upload. Reliable internet service is essential for staying connected and productive.

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

Compensation is not limited to base salary.  Allied values our Total Rewards, and offers a competitive Benefit Package including, but not limited to, Medical, Dental, Vision, Life and Disability Insurance, Generous Paid Time Off, Tuition Reimbursement, EAP, and a Technology Stipend.

Allied reserves the right to amend, change, alter, and revise, pay ranges and benefits offerings at any time.  All applicants acknowledge that by applying to the position you understand that the specific pay range is contingent upon meeting the qualification and requirements of the role, and for the successful completion of the interview selection and process.  It is at the Company's discretion to determine what pay is provided to a candidate within the range associated with the role.