Workforce Management Service Level Coordinator
- Use the Workforce Management (WFM) system and Automated Call Distributor (ACD) reporting tools to analyze intra-day/daily service level performance as it relates to forecast accuracy of call volume, AHT, staffing, etc. and recommends/initiates real-time corrective actions (e.g., cancellation/increase of off-line time, management of Overtime hours needed, break/lunch moves, etc.) to ensure Service Level success.
- Administration of the WWFM and ACD systems including agent schedules, skills, priorities, set-up and maintenance of groups, dictionary, etc.
- Real-time management of exceptions, schedule/skill changes to ensure optimal service levels.
- Short-term planning & schedule management to ensure optimal utilization of call center resources including week-to-week vacation management, shift coverage/swaps, optimization of breaks, lunches, training and all off-line time.
- Facilitation/administration of weekly planning process & meetings including prioritization and approval of all off-line activities in the call center (planned/actual shrinkage,) creation of weekly planning reports, etc.
- Participation/Facilitation of daily leadership team huddles to review service results and revision of the daily recovery/success strategy.
- Partner with Call Center Operations Managers, Supervisors and staff to ensure their understanding and management of Service Level objectives and processes through presentations/training classes.
- Ensure that all short-term reporting is accurate and completed in a timely manner.
- Perform other duties as assigned. SUPERVISORY RESPONSIBILITIES: None. MINIMUM KNOWLEDGE, SKILLS & ABILITIES REQUIRED:
- Minimum 6 months experience in a call center working as a scheduling and/or real-time management coordinator using Workforce Management software (preferably IEX Total View) and Call Management software (preferably Avaya/CMS).
- Experience with Microsoft Office (Word, Excel, etc.) and Microsoft Outlook.
- College degree or equivalent experience.
- A high level of analytical and technical skills required to interpret and analyze system data.
- Professional verbal and written communication skills.
- Ability to communicate with discretion and professionalism, understanding when confidentiality is needed.
- Ability to persuasively communicate ideas to other area managers and senior management.
- Ability to meet deadlines and complete task with minimal supervision.
- Strong problem-solving skills and ability to multi-task.
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