Workforce Management Coordinator (Call Center)

Req ID: 106185

The Workforce Management Coordinator is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial.  This position may require some evening and weekend availability as business needs arise.

 

 

MAJOR RESPONSIBILITIES:

  • Provide real-time monitoring via available tools (Verint/NICE, Jabber, Bucher + Suter, etc.) and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals / business objectives.
  • Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Contact Center teams to achieve service level goals / business objectives for a multi-function operation.
  • Maintain constant communication with Contact Center teams to coordinate needed staffing adjustments based on current and forecasted results.
  • Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-function operation.
  • Generates and evaluates staffing schedules, and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis.
  • Compares results to forecast and identify opportunities for improvement.
  • Provide daily/intra-day performance reports to leadership.
  • Other related duties as assigned.

 

EDUCATION AND EXPERIENCE:

  • Education:
    • HS Diploma or equivalent required
  • Experience:
    • Complete understanding of overall operational activities including phone, email, chat, community and social media support
    • Must have a strong working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and can organize/analyze data in a structured manner.
    • Capacity Planning experience is preferred.
    • Minimum of two years of experience in performing WFM functions (specifically real-time management) in a multi-department/site contact center environment required.
    • Ability to perform forecasting in a contact center environment and schedule to those needs is a must.
    • Experience with WFM software (Verint, NICE, Jabber, etc.) that includes real-time adherence preferred.

       

       

       

      SKILLS AND PHYSICAL DEMANDS:

  • Skills:
  • Customer Focus: must demonstrate competency in dealing with all levels of employees /management and building strong relationships with teams and all organizational customers.
  • Functional/Technical Skills: must possess strong quantitative, analytical and technical aptitude skills
  • Drive for Results: must possess the ability to work under pressure, meet deadlines and be accountable for performance.
  • Time Management: must be able to multi-task, be detail oriented and demonstrate strong organizational skills.
  • Written Communication: must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers.
  • Problem Solving: must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.
  • Decision Quality: must possess the ability to work independently, establish priorities and demonstrate good judgment skills.
  • Learning on the Fly: must be willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added-value.
  • Dealing with Ambiguity: ability to adapt and excel as a team player in a fast-paced and change-oriented environment.
    • Proficient in all Microsoft Office products including Access
    • Fully knowledgeable in Customer Service Software
  • Typical Physical Demands:
    • Requires prolonged sitting, some bending and stooping
    • Occasional lifting up to 25 pounds
  • Manual dexterity sufficient to operate a computer keyboard and calculator
  • Requires normal range of hearing and vision

Job Function(s): Customer Service

Founded in 1964 by Tom Love, Love’s Family of Companies is headquartered in Oklahoma City, Oklahoma, and remains entirely family owned and operated. With more than 300 locations in 40 states, Love’s approximate growth rate is 20 stores per year. Love’s has consistently ranked in the top 10 on Forbes’ Magazine’s annual listing of America’s largest privately held companies. From the first filling station in Watonga, Oklahoma, the Love’s commitment has remained the same: “Clean Places, Friendly Faces.”

Company
Loves Travel Stops and Country Store
Posted
03/25/2018
Type
Full time
Location
Oklahoma City, Oklahoma 73120, US