[Remote] Workforce Coordinator

Note: The job is a remote job and is open to candidates in USA. Allied Benefit Systems is a company that values remote work flexibility and is seeking a Workforce Coordinator to enhance their contact center operations. The Workforce Coordinator will manage real-time monitoring and workforce management techniques to optimize resource efficiency and achieve service level goals in a high-production environment.

Responsibilities

• Call Center Resource Planning or Workforce Management
• Manage real-time contact activity and agent adherence, document agent absenteeism with identifying strategies to fill gaps
• Collaborates with Call Center Leadership Team on agent statistics: production levels, adherence levels, non-inbound levels, after-call work percentages, hold times, and overall service levels when warranted
• Daily collaboration with WFM peers on overall contact center strategy
• Perform analysis and recommendations to facilitate optimal staffing levels or support workflow adjustments. Amendable to changes and input from others
• Monitors and tracks all productivity levels in the call center and implements best practices on areas where challenged and promotes solutions to streamline and improve the efficiency of work
• Partner with peers to backfill on reporting functions to execute required daily, weekly and monthly reports for all Call Center metrics
• Receives information from peers as to system enhancements. Executes effective resolutions for escalated issues and ensures that the appropriate Allied teams are informed
• Demonstrates strength and understanding of business processes as well as a “sense of urgency” resulting in the ability to influence the organization to exceed performance standards and customer expectations
• Other duties as assigned

Skills

• High school diploma or equivalent required
• 1-2 years call center experience required
• Resource management experience – multi channel call center
• Microsoft Office – heavy Excel experience
• Medical/Dental employee benefit administration experience a plus
• Prior knowledge of Nice in Contact CX One is a plus, other scheduling softwares also a plus

Benefits

• Medical, Dental, Vision, Life and Disability Insurance
• Generous Paid Time Off
• Tuition Reimbursement
• EAP
• Technology Stipend

Company Overview