Workforce Management Coordinator

Workforce Management Coordinator

Requirements

• 5-10 years’ experience in a call centre support role with experience in call center management or workforce planning
• Experience in performance metrics management by tracking and analyzing performance metrics (e.g., service levels, AHT, FCR, CSAT, occupancy rates) to optimize workforce utilization and achieve call center goals
• Leverage knowledge of division and corporate business activities, services, goals, and operations to effectively optimize work schedules
• Expert knowledge of data analysis including experience with workforce management software and the ability to interpret data to forecast demand, evaluate performance, and optimize scheduling
• Experience in technical tools and software experience using Excel or advanced analytics tools
• Experience in Quality Assurance management and understanding how to maintain quality standards within a call center
• People and team leadership skills

Responsibilities

• Ensure our Retail Leadership has the support to measure and monitor our Call delivery
• Reporting – Ensure Agent stats, daily interval reporting, SLA, abandonment and rolling reports are available to Management. Provide training to new Managers on reporting
• Workforce Scheduling – Create short and long term work schedules for call centres based on forecasted workload, compensation budget and service level goals. Respond to trends and cycles in workload and adjust schedules as appropriate. Adjust schedules in response to requests for vacation and agent time away from the phone
• Forecasting – Performs various workforce analyses based on forecasted workload, compensation budget and service level goal considerations and presents options to manager
• Perform “what-if” analysis for ad hoc requests by evaluating the impact of changes to staffing, schedules, and workload to ensure optimal resource allocation and operational efficiency
• Stats and Analytics – Provide overview reporting on auto and the call center. Analyze trends and make recommendations to improve overall performance
• Analyze and explain variances between call center performance and established targets/goals
• Provide technical troubleshooting support for call center systems and tools, resolving issues promptly to minimize downtime and ensure smooth operations
• General liaison with Corporate IT on technology & systems as needed
• Configure the system for priority, skill assessment and optimization of system functions
• On/offboard and train new staff on call center technology and systems, ensuring a smooth integration and effective utilization of tools for enhanced performance and productivity
• Recommend new features, functions, processes or technology to enhance our delivery and assist in the business case and analysis for approvals
• Research and monitor various media for workforce management industry best practice and current trends and developments
• DRP planning and involvement and execution
• Create and maintain master list of agents and backups
• IVR maintenance – Messaging, queues, priorities, prompts, call flows, holiday programming
• Assist in call flows/Visio maps
• Generate and deliver summary reports, scorecards, and KPI metrics on a daily, weekly, and monthly basis, including tracking and reporting against targets and goals
• Use of integrated data flow of the HUB approved systems, tools & resources, including business automation opportunities
• Assist management by providing project support for initiatives, projects, and deliverables, ensuring timely and successful completion
• Additional tasks as required

Preferred Qualifications

No preferred qualifications provided.