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Workforce Managemt Care Coordinator I
Spectrum
Cincinnati, OH, United States
Job Details - this job has expired, please see similar jobs below
JOB SUMMARY
The Workforce Management Care Coordinator is responsible for the real-time and intraday monitoring and tracking of call volume, agent schedules and all off-phone activity for Charter contact centers. Works under general supervision.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Assist in administration of schedule adherence, exception time management and real-time call routing through utilization of workforce management software (Aspect).
Coordinate real-time scheduling of team meetings, supervisor coaching sessions, training and other scheduled activity.
Monitor real-time adherence and call statistics, and communicate with Supervisors to ensure activity is managed efficiently throughout the day.
Assist in monitoring of sick calls, tardiness, etc.
Generate and communicate off-phone activity reports, staffing issues, performance measures and call statistics to appropriate members of management.
Forecast potential overstaffing/understaffing conditions and adjust real-time staffing based on call center needs.
Monitor intraday call volume to outsourcers to ensure load balancing and compliance to forecast agreements.
Implement and manage overtime and voluntary time off programs.
Perform other duties as assigned.