Don’t forget to share these job leads!! Workforce management is something anyone in QA/moderation/Trust & Safety roles should look into because your skills are transferable. Even if a listing says they want experience in workforce management, I would still apply if you have the required years of experience in a similar field.
THE POSITION:
The Workforce Management Coordinator will be responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat and email volume. The position will have high visibility to all the operations teams.
THE GAME PLAN:
- Intraday real time monitoring of service levels for all queues at all sites
- Real time monitoring of agent’s performance from all teams at all sites
- Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
- Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
- Have a real time communication with the WFM team and operations when call outs or changes need to be done
- Update and send reports related to the performance for all teams
- Build and maintain strong relationships with key stakeholders from all teams to ensure shared objectives are met
- Review and process vacation time off and overtime requests in real-time
- Handle various contacts types including Chat, Email, Inbound and Outbound voice calls with our Customers
- Maintain composure in critical situations and communicate clearly with both internal and external stakeholders
- Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions
- Provide assistance to the WFM team as needed
THE STATS:
- Minimum of 1 year of experience in a contact center environment
- Minimum of 1 year of previous experience in a Workforce Management role as a Real Time Analyst preferred
- Prior experience working with a WFM software solution
- Functional knowledge of Agyle Time or similar call management system(s)
- Proven experience with Aspect or other WFM platform
- Intermediate level proficiency in Excel
- Demonstrates high degree of ability to analyze data and use the data to drive decision making and implement effective resolutions
- Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment
- Functional knowledge of Call Center agent workflow/routing (skilling and leveling) preferred
- Ability to work nontraditional work hours if needed
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