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Work Force Management Coordinator in Bedford, TX at The Amynta Group

Date Posted: 7/2/2018

Job Snapshot

Job Description

The Work Force Management Coordinator is responsible for effectively delivering real-time (intraday) management with the purpose of optimizing resources to achieve business objectives in a high volume call center. Analyzes the Call Center’s efficiency and customer service performance and monitors agent occupancy with regard to call trending and increased volume.

Essential Duties and Responsibilities

•       Actively plan/forecast staffing utilizing intraday and historical data.

•       Creates optimal schedules and real-time adherence management to support Call Center operations during peak volume intervals.

•       Monitors time-off planning for vacation, training, back-office and any auxiliary times.

•       Compiles, distributes and analyzes daily, weekly and monthly Call Center efficiency and performance reports focused on Call Center metrics (Such as: productivity, average speed of answer, average talk time, average handle time, adherence, conformance, abandonment rate, etc.).

•       Tracks Call Center staff metrics and reporting low performers to management.

•       Matches staffing to workload arrival patterns, planning schedules, maintaining accurate staffing data, assisting with long-range staffing plans, handling multiple tasks aimed at meeting/exceeding ongoing service level and occupancy/conformance objectives.

•       Enforces schedule compliance and adherence and advises management and Call Center staff of schedule changes.

•       Follows all established policies and procedures.

Other Duties and Responsibilities

•       Perform other duties as assigned.

Job Requirements

•       Minimum 2 years of experience in a call center environment with 2 years of experience performing WFM functions.

•       Intermediate level PC/Microsoft Office skills, to include Outlook planning, Excel reporting and pivot table competencies.

•       Ability to identify call trends.

•       Capacity planning and forecasting experience.

•       Working knowledge of staffing, queues and performance measurements

•       College level technical and analytical competencies.

•       Effective human relations and communications skills; ability to lead and influence without formal authority

•       Demonstrated effective organizational, time management and prioritization skills.

•       Working Knowledge of Workforce Management Tools (Preference on Calabrio and Avaya CMS or similar programs such as IEX , Blue Pumpkin or NICE)

Adept at managing multiple priorities and tasks in a fast-paced environment.


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