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Workforce Management Coordinator

Eingestellt von Synectics

Gesuchte Skills: Client, Support, Sql

Projektbeschreibung

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.

Projektdetails

  • Einsatzort:

    Alpharetta, Vereinigte Staaten

  • Projektbeginn:

    asap

  • Projektdauer:

    Keine Angabe

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

Synectics