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Coordinator I - Orlando
Spectrum
Orlando, FL, United States
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WFM Coordinator I - Orlando
JOB SUMMARY
The Workforce Management Coordinator is responsible for the real-time and intraday monitoring and tracking of call volume, agent schedules and all off-phone activity within our Intern/Phone Technical Repair Call Center. 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.
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English.
Ability to prioritize, organize and multitask effectively.
Effective problem-solving skills
Capacity to show sound judgment in accomplishing specified job duties.
Ability to handle customer inquiries in a professional and efficient manner
Excellent communication skills
Proficiency with PCs, Microsoft Office Suite and general intranet navigation
Ability to use scheduling and workforce management software (Aspect and real-time adherence software)
Ability to perform analysis using moderately complex databases
Ability to communicate effectively with all levels of management and company personnel
Demonstrated willingness to assist customers and enthusiasm to learn
Ability to absorb pertinent information within a reasonable period of time
Flexibility with work schedule (weekend, early morning, or night shift).
Education
High school diploma or equivalent
Related Work Experience
Experience at a representative level working in a comprehensive call center operation
PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Not applicable.
Education
Post-secondary coursework in business, computer science or related field, or equivalent work experience
Related Work Experience
1+ years experience at a customer service representative or higher level in a call center operation
Experience in the telecommunications industry
WORKING CONDITIONS
Normal office conditions
Additional Information for Internal Use
Reports to:
Director, Operations
Key Non-Reporting Relationships:
Key contact
Description/Purpose
1. Lead, Customer Care
Serves as a resource to billing representatives by
providing real time support and assistance with escalations.
2. Supervisor, Customer Care
Leads and supports representatives, provides feedback and guidance to aid representatives in accomplishing their key measures of success.
3. Manager, Customer Care
Provides support and leadership to operations supervisors and their teams, oversees success of key measures, and ensures compliance to policies and procedures at the team level.
4. Manager, Customer Service Training
Provides leadership to the Trainers, oversees effectiveness of training delivery, supports the center’s key measures of success and ensures learning initiatives are properly communicated and sustained.
5. Human Resources
Responsible for managing programs in the areas of recruitment, company policies and employee relations.
6. Director Operations
7. NWFM Intraday
Provides operational leadership and ensures effective administration of all call center programs
Provide same day staffing and service level management.
8. NWFM Forecasting
9. NWFM Scheduling
Provides 7 day, 21 day and 45 day forecasts for staffing and hiring.
Provide agent schedules based on staffing needs. Provide holiday schedules.
Key Performance Metrics:
Service Level Performance:
• Service Level
• Service Level Consistency
• Average Speed of Answer (ASA)
• ASA, Percent of Day Met
• Available to Serve
• Occupancy
• Utilization
Workload:
• Call Volume Handled
• Calls Handled Per Rep
• Calls Transferred
• Outbound Calls
Productivity:
• Average Handle Time
• Schedule Adherence
• Shrinkage
Staffing:
• Productive Staff
• Staffing Target
• Planned New Hires
• Actual New Hires
• Attrition
• Overtime
• Voluntary Time Off (VTO)
Key Effectiveness Measures:
60
Description/Purpose
Demonstrates a solid understanding of the goals and objectives of his/her job, as well as the related processes and technology tools
Communicates Effectively
Speaks and writes with clarity and purpose, delivering information, direction and ideas in an easy-to-understand manner
1. Lead, Customer Care
Knows how to build and maintain relationships with supervisors, peers, and other support contacts
Looks ahead and is ready for upcoming scheduled events, understands tasks needing to perform, and manages performance
Makes Results Happen
Demonstrates Resilience and Flexibility
Supports Company Values and Policies
Develops Self
Uses personal skills, relationships and company tools to handle customer calls, regardless of obstacles
Understands that things move and change quickly and adapts to a fluid work environment
Adheres to established company values and policies, and promotes them with colleagues whenever possible
At all times uses technology, feedback, and personal performance metrics to improve themselves