Workforce Coordinator

• Act as a central point of contact for the servicing and staffing of assigned lines of business 

• Be accessible to all internal and external team members and respond timely to troubleshooting needs prior to Cherwell request entry 

• Manage all internal service or troubleshooting requests through Cherwell and maintain tracking and reporting until items reach completion 

• Assist and manage technical issues reported via internal email box by researching items pertaining to memberships, applications, or technical matters in an expedient manner 

• Clearly and quickly communicate identified risks to meeting operational goals to management and team members 

• Be an advocate for internal and external customers and an empathetic problem-solver in all customer interactions 

• Monitor real-time staffing, adherence, and agent work states and report repeat behavioral findings to management 

• Manage intraday staffing levels across multiple sites/entities to meet service level targets 

• Coordinate and interact with internal and external partners regarding real-time performance, making adjustments to balance and meet operational goals within specified ranges 

• Answer the phone, email and/or WFM chat in a timely, welcoming, and professional manner 

• Process administrative requests related to agent schedules timely & accurately 

Operational Support 

• Develop and maintain the structure, systems, and procedures to forecasting and planning, production capacity, staff planning, and intra-day management  

• Present analytical reporting using available data understanding the needs of stakeholders at differing levels of authority (from agent to executive team) 

• Maintain data records including workday as necessary and assist with LMS and other training/meeting requirements as well as payroll 

• Lead daily staffing review meetings with management detailing previous and current performance 

• Must maintain a high level of confidentiality with employee records, projects, and other company restricted information 

Cost & Performance Expectations 

• Achieve daily service level obligations for multiple lines of business while minimizing employee labor costs. 

• Develop strategies to ensure service levels are met and staffing resources across all of Customer Care sites are utilized optimally 

• Optimizes FTE and Staffing expenses to reduce cost per call and increase agent utilization 

• Ensure accurate reporting of key business metrics throughout Customer Care and compile data on current trends incorporating key business drivers, initiatives, and changes in assumptions 

• Execute timely and appropriate actions to balance staffing levels, including making decisions on offering voluntary time off and overtime. 

Education, Knowledge, and Experience 

• High school diploma or equivalent required 

• 2 or more years of prior call center, workforce management, or resource planning experience preferred  

• Detail oriented, highly analytical, and results driven 

• Strong interpersonal, communication, and organizational skills 

• Ability to review and maintain large scale data sets and trending patterns 

• Ability to multi-task, prioritize and manage time effectively 

• Ability to work in a fast-paced team-oriented environment, manage high pressure situations, and be flexible and adaptable when a situation requires it 

• Ability to maintain a high degree of productivity, accuracy, and sense of urgency 

• Ability to understand complex issues and utilize problem solving skills to implement solutions  

• Must have basic knowledge of computer applications and Windows based programs Intermediate knowledge of Excel is required (Talk Desk, Calabrio, Sentiment or other WFM software experience preferred.) 

FLSA (Fair Labor Standards Act) Status 

• Non-Exempt, Flexibility to work various shifts and Overtime may be required 

Physical and Mental Requirements/Work Environment 

The work environment characteristics and physical demands described here are representative of these an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• Prolonged periods sitting or standing at a desk and working on a computer 

• Must be able to regularly lift, carry, and otherwise move up to 15 pounds at times and occasionally up to 30 pounds 

• The ability to frequently, physically move between departments/floors 

• While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools, or controls, and reach with hands and arms.  

• Regular and predictable attendance and punctuality is required