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Workforce Management Coordinator

3 months ago

Northbrook, United States USA Clinics Group Full time
Job DescriptionJob Description

We are looing for a detail-oriented Call Center Workforce Management Coordinator to join the team

Responsibilities:

  • Analyze and Improve Metrics: Evaluate and enhance contact center performance and metrics to support internal and offshore strategies.
  • Data Management: Source and mine data to support strategic continuous improvement initiatives.
  • Work Scheduling: Generate and distribute weekly work schedules for call center representatives.
  • Collaboration: Work with key leaders and operational units to identify and address improvement opportunities and drive KPI performance.

Requirements

  • Attention to Detail: Ability to meticulously review and assess call quality, identifying areas for improvement.
  • Strong Communication Skills: Proficiency in articulating feedback clearly and professionally to call center agents.
  • Analytical Skills: Ability to analyze call data and performance metrics to identify trends and areas for improvement.
  • Knowledge of Call Center Operations: Understanding of call center workflows, metrics, and best practices.
  • Technical Proficiency: Familiarity with call recording and monitoring software, CRM systems, and other relevant tools.
  • Training and Coaching Skills: Experience in providing constructive feedback and training agents to improve performance.

Benefits

  • Health
  • Vision
  • Dental
  • 401k
  • PTO