Workforce Management Coordinator Jobs

Self-starting, self-motivator with strong time management skills.

Minimum of 2 years of contact center workforce management experience required

Workforce management software experience required

Collaborates with the Customer Experience team for staff scheduling needs.

Willingly takes on additional responsibilities as requested to accomplish department and Company objectives.

Must have strong mathematical, analytical, organizational, and problem-solving skills and attention to detail.

Bring your time management and organizational skills to manage multiple, complex, on-going tasks

6 months or more data analysis experience

Ask us about our paid time off (PTO) and wellness and healthcare benefits

Analyze and compare past staffing and revenue reports to prepare daily, weekly, and monthly reports and make recommendations for upcoming months.

Forecast and recommend staffing headcounts on a long-term basis

Uphold and ensure customer data is strictly confidential and respected

2+ years of forecasting experience. Experience with workforce management (WFM) scheduling software preferred.

Effectively communicate data trends and expected outcomes to leadership, including senior management.

3+ years of Excel experience with strong knowledge of formula definitions.

Strong analytical, communication and problem-solving skills.

Tuition Assistance Program that covers professional continuing education.

Develop and maintain forecasts for several lines of business through use of weighted averages, indexing, seasonality and trend analysis.

• Top 3 Required Skills: Organization, Communication, Ability to be successful in a fast-paced environment

• Time Zone Requirements: None, but must be willing to work PST hours.

• Demonstrated 3+ years direct Workforce Coordinator experience or similar practice.

• Strong English communication (verbal and written) skills with a strong customer service focus.

• Proven problem-solving and analytical skills with an ability to approach a problem logically and systematically.

• Ability to interact with all levels of managers and end-users in the organization.

Research skills required. Demonstrated abilities to use resources (internet, etc.) to fact find

Three to five years administrative experience preferred

Skilled in Microsoft Office Suite with an emphasis in Word and Excel

Knowledge of Studio Enterprise and Serenic Navigator preferred

Demonstrates excellent verbal and written communications skills with legible handwriting

Ability to prioritize work efficiently and manage time effectively

Experience with Workforce Management technology, preferred experience with CommunityWFM

Direct management experience over multi/omni channel patient communication solutions (Predictive/Unattended dialer, Texting, Chat, etc.), preferred experience with TCN dialer

Bachelor's degree in operations management, business management or equivalent and at least 8+ years of previous workforce management experience

Management experience with complex scoring & segmentation models

Responsible for hiring, coaching and performance management of direct reports

This position manages all employees of the department and is responsible for leadership, performance management and hiring of the employees

1+ years of Workforce Management experience

Prior experience in Process or Project Management

WFM platform experience within Five9 and Verint

Experience within Avaya and Genesys

Comprehensive knowledge of Microsoft Word, and PowerPoint

Excellent written and oral communication skills

1+ years of Workforce Management experience

Prior experience in Process or Project Management

WFM platform experience within Five9 and Verint

Experience within Avaya and Genesys

Comprehensive knowledge of Microsoft Word, and PowerPoint

Excellent written and oral communication skills

Develops and maintains knowledge of workforce management and IVR tools to ensure the call center is leveraging new enhancements.

Responsible for the setup and training of new hires on workforce management and VoIP programs.

Adept at networking and building relationships with all levels of management and staff.

Produce call volume forecasts on a weekly, monthly, and annual basis for multi-site/remote user operation.

Bachelor’s degree or equivalent business experience required.

Must have at least 2 years of experience with WFM software (Five9 WFM, Verint, IEX, etc.).

1+ years of Workforce Management experience

Prior experience in Process or Project Management

WFM platform experience within Five9 and Verint

Experience within Avaya and Genesys

Comprehensive knowledge of Microsoft Word, and PowerPoint

Excellent written and oral communication skills

Minimum 10+ years leading a workforce management or operations function

Engage with the broader Customer Experience organization to drive a continuous optimization approach across WFM processes

Identify, collect, track and improve key performance metrics to manage and improve CX team performance

5-8 years experience working with CRMs & telephony platforms

Define and execute the WFM strategy across all CX teams, multiple offices and third party partners

Empower and continue building a team of high-performing WFM experts

1+ years of Workforce Management experience

Prior experience in Process or Project Management

WFM platform experience within Five9 and Verint

Experience within Avaya and Genesys

Comprehensive knowledge of Microsoft Word, and PowerPoint

Excellent written and oral communication skills

Previous Workforce Management experience is preferred

Update our workforce management system in real time to meet business needs

Assist with work avoidance reporting, headcount planning, and workforce management policy creation and enforcement

Oversee schedule adherence and shrinkageManage attendance, overtime, and time off data

3+ years experience working in a call center environment

1+ year experience using Microsoft Excel, Google Sheets, or similar program

Develop and execute strategies for role management sustainability

Develop cost-savings processes to reduce time and money related to role management assignment

WFM Analyst Role Management System Coordinator (Individual Contributor)

CONSUMER AND INVESTMENT MANAGEMENT DIVISION (CIMD)

Demonstrated communication skills and techniques within a fast-paced corporate environment

Strong PC skills required (Excel, Access, PowerPoint, Word)