[Hiring] Workforce Management Real Time Coordinator @Careers Mutual Of Omaha

Role Description

We are seeking a detail-oriented professional to manage real-time (intra-day) operations and resource optimization for our Service Contact Center. This role ensures an exceptional experience for both customers and employees by translating staffing forecasts into efficient schedules and making real-time adjustments to meet business goals.

Regular hours are 7:00 a.m. to 3:30 p.m. central time. Flexibility is required, as occasional shifts from 10:30 a.m. to 7:00 p.m. central time may be necessary to support operational needs.

Benefits

• Hourly Wage: $22.50 - $23.00 an hour, plus annual bonus opportunity
• 401(k) plan with a 2% company contribution and 6% company match
• Work-life balance with vacation, personal time, and paid holidays

Requirements

• Monitor daily workload volumes and communicate with leadership based on business needs
• Identify workflow bottlenecks and escalate issues that may impact service levels or production goals
• Review production reports (Tableau Reporting) and analyze trends to improve operational performance
• Monitor real-time performance for approx 85-100 associates using tools like NICE, Salesforce, CC Pulse, Tableau, and AWS to make intra-day staffing adjustments and meet service level goals
• Analyze current and historical performance trends, conduct real-time re-forecasting, and collaborate with operations to align with business objectives
• Manage workforce schedules in WFM software, including updates for exceptions, absenteeism, and shift changes
• Partner with supervisors and managers to address staffing needs and workload balancing
• Support continuous improvement initiatives to increase efficiency and enhance customer service

Qualifications

• Strong analytical and technical skills with the ability to interpret data and make informed business decisions; keen attention to detail
• Thrives in high-pressure, fast-paced environments with the flexibility to adapt to shifting priorities and deadlines
• Highly organized with the ability to manage multiple tasks or projects simultaneously
• Proactive problem-solver with strong communication skills; able to work independently or collaboratively to drive results
• Demonstrates professionalism, integrity, and the ability to build strong relationships across all levels of the organization; proficient in Excel
• Promotes a culture of diversity and inclusion, values different ideas and opinions, and listens courageously
• Able to work remotely with access to a high-speed internet connection and located in the United States or Puerto Rico

Preferred

• Must have 1-3 years of relevant experience managing scheduled and intraday adjustments
• Proven experience using Tableau for operational or performance reporting
• Proficient in NICE for schedule management, exception handling, and intraday updates
• Strong Excel skills, including use of formulas and data organization for workforce management or reporting purposes