Patelco Credit Union

  • Workforce Management - Real Time Coordinator

    Job Locations US-CA-Merced
    Req No.
    2019-3228
    Category
    Member Contact Center
    Type
    Regular Full-Time
  • Overview

    The Workforce Management Real Time Coordinator provides direction to the Contact Center team by supporting in monitoring key metrics via channels within the contact center.  The position is responsible for mapping call flows and adjusting schedules in an accurate and timely fashion in order to meet stated service level targets ensuring appropriate coverage. Analyzing call center trends, including call volume, call patterns, staff productivity and resource allocation.

    Responsibilities

    • Responsible for monitoring daily schedules and phone activities that support supervisors with ensuring contact center employees are signed in with maximum phone coverage
    • Monitors call volume and staffing levels to ensure ongoing service performance is maintained, adjusting agent skill assignments as needed
    • Monitors intraday results and make recommendations to utilize capacity or execute contingency plans
    • Analyzes historical performance and assess future impacts to accurately reforecast next day metrics and projected performance to reflect the current view of staffing requirements to meet departmental goals
    • Facilitates discussions with leadership and all other contact center personnel.
    • Develops meaningful reports/scorecards that assist contact center supervisors and managers in addressing the phone performance of employees
    • Monitors, record and escalates real-time schedule adherence impacts; including but not limited to tardiness, absenteeism etc.
    • Coordinates with management team to ensure data is used to adjust various business processes that contribute to overall member satisfaction such as employee training, call scripts, application improvements, etc.
    • Conducts call pattern forecasting and schedule planning to help meet business unit objectives
    • Provides performance feedback on a regular basis to Contact Center Leaders
    • Provides statistical reporting as required
    • Helps with the integration and implementation of new call center technologies.
    • Thrive as a team player in a fast-paced, high energy, change-oriented environment

    Qualifications

    • BA in business related discipline or equivalent (preferred)
    • 1-3 years of call center experience
    • Minimum 5 years prior analyst and workforce management experience
    • Strong verbal and written communication skills
    • Proficient in MS Excel, PowerPoint and Word
    • Highly organized and able to manage multiple tasks
    • Problem solving skills
    • This role is based in our Merced Contact Center.
    • Must be able to sit for extended periods of time

     

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