Job Description
Workforce Management Coordinator–Remote
Equity Staffing is searching for a Remote Workforce Management Coordinator. This position is with a Fortune 100 organization. Our client serves more than 85 million people and has a reputation for bold ideas. If you enjoy working with energetic people in a collaborative environment, we want to speak with you!
*** Position is 100% Remote ***
Specific Duties:
- Use workforce management software and call volume history to help manage daily staffing levels and to determine the most effective methods for staffing adjustments
- Generating weekly schedules
- Scheduling non-phone activities
- Utilize call center tools to observe agents' actual state compared to scheduled state
- Monitor attendance/schedule adherence, and take action as needed, including schedule optimization
- Manage real-time inbound call traffic to help ensure that service levels are met
- Ensure open lines of communication with Sales team to enable real-time scheduling updates
- Prepare and maintain reports, dashboards and weekly packages
- ad hoc reporting as required
Must have qualifications/experience:
- Highschool diploma or equivalent
- Workforce management experience
- Proficiency in Microsoft office suite including Word (creating, saving, formatting documents), Excel (ability to create, copy, edit, send, navigate using tabs, and save spreadsheets), Outlook (ability to open and send emails), and PowerPoint (ability to create, editing, and formatting presentations)
- Experience working in a fast paced team environment
- Great Multitasker
- Positive Attitude
- Good Typing Skills
- Great Customer Service Skills
- Attention to Detail
- Strong Organizational Skills
- Effective communication skills both written and verbal
- Strong computer skills
- Proficient in Microsoft Office Suite of Tools.
- Critical thinking skills.
- Ability to work with others
Preferred Qualifications:
- 1+ years' experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis, Five9 and/or Blue Pumpkin