Workforce Coordinator
New
G
Golden Pet BrandsPet Nutrition
Location: RemoteFull-TimeMiddle
Salary$18.46-$23.08, plus bonus potential.
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Job Details
- Experience
- 2-3 years
- Required Skills
- Microsoft ExcelGoogle SheetsGoogle Workspace
Requirements
- High School Diploma or equivalent work-related experience (2-3 years).
- Understanding of contact center KPIs and basic workforce management principles.
- Contact Center experience.
- Proficiency in workforce management software.
- Proficiency in Excel or Google Sheets for data analysis.
- Thorough knowledge of Windows-based applications and software programs.
- Strong critical thinking and problem-solving skills.
- Excellent organizational and time management skills.
- Capacity to adapt, remain flexible, and adjust to changing priorities.
- Strong verbal and written communication skills.
- Ability to establish and maintain effective working relationships.
Responsibilities
- Monitor real-time volume queues, agent adherence, and staffing levels, adjusting as needed to maintain coverage and meet service level goals.
- Manage time off requests and communicate approvals or denials to management to ensure timely and accurate staffing decisions.
- Address daily requests impacting real-time schedules and coordinate with management to ensure adequate coverage.
- Identify opportunities to optimize scheduling with recommendations for overtime or VTO.
- Utilize workforce management software and queue monitoring systems for accurate tracking and reporting.
- Provide management with regular analysis on trends impacting service goals, including volume, attendance, handle times, and shrinkage.
- Maintain confidentiality regarding employee scheduling, attendance, performance, and personnel information.
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