Workforce Management Intraday Coordinator Service Desk Corona, CA
Workforce Management Intraday Coordinator - Service Desk
Responsible for working the Reactive Workforce Management Intraday Desk and maintaining awareness of intraday call volumes and service levels in all skills in a multi skill/multi site environment. Manages real time exceptions and assists with the attendance line, major incident management assignments, enters exceptions and notifies managers of absences and real time deviations. Monitors staff adherence real-time and reaches out to staff and management of non-adherence.
Responsible for working the Reactive Workforce Management (WFM) Intraday Desk to maintain awareness of intraday call volumes and service levels of all skills (i.e. KP emails, language lines and other contact center activities). Coordinating appropriate allocation and availability of call center staff in order to achieve Service Level Metrics & Key Performance Indicators (SLAs & KPIs). Has ongoing communication with Workforce Management Analyst and Team Managers/Operations Directors. Identify and respond immediately when service level concerns arise. Must be able to determine severity of the issue and respond accordingly.
Responsible for following up timely on all schedule alarms in real time adherence system and communicating with service desk personnel on any adherence issues identified.
Responsible for assisting with absentee line and real time exceptions, entering exceptions real-time and notifying managers of absences and deviations.
Responsible for documenting non-adherence in adherence log and communicating information with management.
Responsible for performing intra-day performance analysis (noting recent historical trends) and conducting real-time re-forecasting to make recommendations for adjustments in staffing plans in coordination with the workforce management team to achieve service level goals and business objectives. Identifies call trends, documents and reports out findings to senior leadership via daily communication to regional center
Validate contact center phone numbers and language lines daily.
Identify when workforce management systems are down and follow up with Service Desk Service Readiness team when problems arise.
Serve as backup to Workforce Management Analyst.
Lead and participate in weekly workforce management discussions with Service Desk Leadership workforce management meetings; reviewing previous week SLA/WFM gaps.
May participate in the assignment of High and Critical incidents to the Major Incident Management team.
Minimum three (3) years of experience in a contact center role.
High School Diploma or GED required.
License, Certification, Registration
Knowledge of queuing theories and workforce forecasting and scheduling (eg; Impact 360, eWFM, Verint/Blue Pumpkin, Genesys), computer telephony integration (CTI), interactive voice response (IVR) units, and automatic call distribution (ACD).
Proficient with mainframe or personal computers and Microsoft Office applications.
Excellent communication skills, strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.
2-3 years of experience in a similar workforce management role.
Associates degree in business administration, healthcare, or related field preferred.
Primary Location: California,Corona,Corona Data Center Admin 1830 California Ave.
Scheduled Hours (1-40): 40
Working Days: Mon - Fri
Job Type: Standard
Employee Status: Regular
Employee Group: Non-Union, Non-Exempt
Job Level: Entry Level
Job: Information Technology
Public Department Name: EUS Service Desk - Business Excellence
External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.
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