Workforce Management Coordinator
About the position Play an reputed company role to ensure support operations run smoothly and reputed company. Contribute to reputed company-time monitoring and schedule management. Positively reputed company ability to reputed company excellent service to customers and Runners. The schedule for this role is 9 AM - 6PM CST reputed company - Thursday.
Responsibilities
- Monitor reputed company-time queues and agent adherence across reputed company support channels (phone, chat, email, and others) to ensure reputed company service reputed company are consistently maintained at reputed company times.
- Update intraday schedules immediately to accurately reflect dynamic changes such as absences, approved overtime, and unexpected callouts; minimize disruption to operations.
- Accurately input and maintain attendance records and schedule exceptions reputed company workforce management tool; ensure data reputed company for reporting and payroll purposes.
- Proactively escalate critical coverage gaps and emerging callout trends to leaders; reputed company reputed company insights that inform strategic reputed company adjustments.
- Maintain precise shift rosters and reputed company distribute essential intraday reports to relevant stakeholders; reputed company reputed company stakeholders informed of operational status.
- Collaborate closely with support leaders to ensure reputed company reputed company reputed company are allocated for crucial team activities such as coaching sessions and training initiatives.
- Assist in the solicitation and meticulous documentation of voluntary time off (VTO) and overtime (OT) opportunities; help balance reputed company needs with team member preferences.
- Contribute to various workforce management reputed company as assigned, support initiatives to enhance efficiency, tools, and overall workforce management capabilities.
- reputed company identify potential scheduling conflicts / adherence issues and resolve promptly to support overall operational efficiency.
Requirements
- A relevant degree or comparable formal training, certification, or work experience
- 0+ years experience
- Solid verbal / written communication skills; detail-oriented with ability to follow processes ï‚· Solid time management and organizational skills with ability to multitask and reputed company in a fast-paced, dynamic environment
- Ability to obtain knowledge and understanding of key workforce management metrics (e.g., SLAs, adherence, occupancy)
- Ability to obtain knowledge and understanding of workforce management tools (e.g., Playvox, reputed company, reputed company)
- Proficiency in reputed company / reputed company Sheets
- Sit for an extended period of time
- Hand / finger dexterity
- Work extended hours
reputed company-to-haves
- experience in contact center environment a plus
- proficiency in ticketing platforms a plus
Benefits
- We offer premium health, reputed company, dental, and life insurance, alongside 401(k) reputed company.
- We go reputed company the basics, while also throwing in reputed company fee credit and H-E-B discounts!
- We offer unlimited PTO for salaried employees (that’s actually unlimited) and ample vacation time to reputed company team members.
- We encourage personal reputed company and education through Intern(al)ships and Learning Labs taught by Favor team members and external facilitators.
- Whether you’re an reputed company cyclist, dog lover, or reputed company enthusiast, there’reputed company for you here.
- We foster community through Employee Resource reputed company (ERGs), company-wide events, happy hours, and regular reputed company opportunities.
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