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Workforce Coordinator - Full-time / Part-time
| Hours | Full-time, Part-time |
|---|---|
| Location | Atlanta, GA Atlanta, Georgia |
About this job
POSITION PURPOSE -
The Workforce Coordinator 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 AND KEY ACCOUNTABILITIES -
- 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.
- 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 Sr. Workforce Analyst
- No direct responsibility for supervising others
MINIMUM QUALIFICATIONS -
Must be eighteen years of age or older.
Must pass the Drug Test.
Must pass Background Check.
EDUCATION REQUIRED -
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.
YEARS OF RELEVANT WORK EXPERIENCE - 02
PHYSICAL JOB 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.
PREFERRED QUALIFICATIONS
Call Center experience
Workforce Intraday/Real-Time Management experience
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