Workforce Management Coordinator

Georgia  ‐ Onsite
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Keywords

Description

The Workforce Management Coordinator is a member of the Workforce Management Team providing support for multiple business units within the company. The team drives the execution of strategy to achieve our client's objectives.

Primary Responsibilities:
  • Maintain historic volume models for multiple channels and metrics including inbound call volume, outbound call volume, email, correspondence
  • Conducts regular analysis of trends, impacts and influencing triggers
  • Develops and distributes accurate forecasts for multiple channels and multiple clients
  • Optimizes FTE and Staffing expenses to reduce cost per call and increase agent utilization and call per hour metrics
  • Actively involved in process improvement and KPI development
  • Coordinate and interact with internal and external integrated partners regarding Real Time performance, making adjustments where necessary to balance client and operational goals
  • Provide clear and tactful communication to Client Delivery Management, Client Account Managers and Client Teams
  • Creates innovative solutions to unique challenges and follows through to a successful outcome
  • Conducts root cause and threat analysis for items impacting performance or stability
  • Develops and presents analytical reporting using available data understanding the needs of stakeholders at differing levels of authority (from agent to executive team)
  • Manages Real Time behaviors such as adherence, occupancy, utilization.

SKILLS:

  • 2 - 5 years in Workforce Management in a Customer Care, BPO, Contact Center environment
  • Demonstrated knowledge and skills in all phases of workforce holistic cycle including planning, forecasting, intra-day management, report development etc
  • Must understand how to create accurate forecasts manually (ie. Excel) and within workforce management software
  • Strong analytical abilities, critical thinker and decision-maker, clear communicator, aptitude for negotiation and rational persuasion, calm under pressure
  • Highly motivated, creative and a self starter able to excel with minimal supervision
  • Highly proficient in Microsoft Office - Excel, Access, Powerpoint, Visio
  • SQL experience preferred
  • Must be a team player and an active participant in process innovation and efficiency.
Start date
n.a
From
Synectics
Published at
02.10.2013
Project ID:
607519
Contract type
Freelance
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