[Hiring] Workforce Coordinator @Allied Benefit Systems

Role Description

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. 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.

Qualifications

• High school diploma or equivalent required.
• 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 software also a plus.

Requirements

• 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

Benefits

• Medical, Dental, Vision, Life and Disability Insurance.
• Generous Paid Time Off.
• Tuition Reimbursement.
• EAP.
• Technology Stipend.