Workforce Management Coordinator Jobs

The Workforce Management Coordinator is responsible for working in conjunction with departmental leadership to develop staff schedules by collecting and analyzing relevant staff performance data to assist in identifying workforce trends and project staffing needs. Using departmental workforce metrics, the Workforce Management Coordinator prepares long-term, mid-term, and daily forecasting models to be utilized by Contact Center leadership in making informed decisions on staffing and resource allocations.

The Workforce Management Coordinator is also responsible for monitoring inbound call queues, outbound call needs, and back-office work to assist in the daily coordination of the various queue’s staffing, training, and meeting scheduling needs. The coordinator provides recommendations and proactively communicates with other members of the support staff about changes that may impact Contact Center service level expectations.

The Workforce Management Coordinator will create, maintain, and communicate workforce performance reports as well as assist Contact Center leadership by creating ad hoc reports and performing root cause analysis as needed.

Essential Duties and Responsibilities:

• Forecasts weekly, daily, and interval level workload based on historical trends and key business drivers.

• Creates and maintains call and staff forecast modeling.
• Monitors inbound call traffic and ensures efficient distribution based on staff availability.
• Actively participates and contributes to the goals and objectives of the Company by working collaboratively and fostering a positive and inclusive work environment.
• Supports the Policy Administration team and other departments on an as needed basis.
• Partners with leaders and provides recommendations on staffing optimization.
• Develops ad hoc reports at the request of leadership and other key stakeholders.
• Partners with Training to ensure agents are properly trained and have necessary resources.
• Monitors queues and communicates intraday results and staffing focus shift needs as necessary.
• Assists in the intraday direction of staff as necessary dependent upon in-the-moment queue needs.
• Stays up to date with business trends and developments by attending applicable conferences and training classes.
• Creates, maintains, and distributes reports communicating prior day, same day, and intra-day results of overall Contact Centers as well as individual staff efforts.
• Researches and analyzes data to provide insights into team performance. Performs root cause analysis to determine and explain variances in performance.
• Adjusts schedules for meetings, trainings, and other off-phone activities and communicates impacts based on changing staff availability.
• Collaborates with the Customer Experience team for staff scheduling needs.
• Leads by example and provides a positive influence within the department.
• Develops daily reports covering received volume, team performance, schedule adherence, handle times, and additional KPIs.
• Oversees intra-day staffing management including the development and implementation of schedules to ensure service levels are met with efficient utilization of staff.
• Willingly takes on additional responsibilities as requested to accomplish department and Company objectives.
• Collaborates with Inforce and Producer Services Contact Center leadership to communicate and coordinate short-term, mid-term, and long-term staffing needs.

Skills and Abilities:

• Excellent interpersonal skills are required, including a high degree of professionalism.
• Ability to prioritize workflows, establish and meet deadlines and manage multiple concurrent tasks.
• Advanced communication and presentation skills, both verbal and written with a customer service focus and ability to use data visualization.
• Ability to work effectively in a variety of situations and respond to change in a positive manner.
• Must have strong mathematical, analytical, organizational, and problem-solving skills and attention to detail.
• Self-starting, self-motivator with strong time management skills.
• Advanced computer skills and the ability to navigate multiple systems and programs including Microsoft Excel and Access, proprietary systems and other technology solutions.

Training or Work Experience:

• Workforce management software experience required
• 3 years of life and annuity experience preferred
• Minimum of 2 years of contact center workforce management experience required

Education:

• High School Diploma or Equivalent

Working Conditions:

• On-Site Location: West Des Moines, IA
• Business Travel: Travel not required/likely.

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