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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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