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
Allied offers insurance products, self-insurance solutions, custom insurance and healthcare solutions to the individuals and organizations. It was founded in 1980, and is headquartered in Chicago, Illinois, USA, with a workforce of 501-1000 employees. Its website is https://alliedbenefit.com.