Real-Time Coordinator

4 weeks ago


Chicago, United States National Guard Employment Network Full time
Job Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps.
Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.

Job Description

This position can work remote anywhere in the US or Puerto Rico.

Collaborate with internal stakeholders to review, revise, and update the coverage plan for the day.
Manage agent skills in the telephony application (Five9) to ensure the flow of telephone call volumes. Conduct regular reviews agent skilling matrices for accuracy and updates.
Monitor agent telephone activity in real-time to maintain coverage during operating hours. Coordinate with functional management to address any schedule deviations by agents.
Prepare communication for daily business collaboration meetings.
Monitor Key Performance Indicators (KPIs) that measure productivity, effectiveness, and schedule adherence.
Update WFM processes and training materials as needed due to updates provided by business stakeholders and other business directional changes.
Troubleshoot
Review newly issued and revised documents and assess the impact to the organization in collaboration with functional leadership. Design and develop business process models for quality documents in Development. Maintain system standards to ensure a consistent and seamless user experience.
Process onboarding requests to ensure access to the proper work systems and assignments.
Other projects and responsibilities as assigned.

Qualifications

Qualifications

Qualifications

Qualifications

Additional Qualifications/Responsibilities

Qualifications

High School Diploma or GED is required. A bachelor's degree or an US equivalent degree is preferred.
2+ years of Workforce Management experience or 4+ years of related call center experience is required. Experience in Pharma or other highly regulated industries is a plus.
Proficient in Microsoft Office (Excel, Word, PowerPoint, etc.).
Outstanding interpersonal skills, including excellent verbal and written communication to effectively communicate and present information in a clear and concise manner to all stakeholders.
Exhibits strong analytical and critical thinking, leadership qualities, and problem-solving capabilities.
Solid understanding of systems operations and demonstrated excellent planning, organizational, and time management skills with the ability to support and prioritize multiple areas, both independently and as part of a team.
This position will report to a manager level and does not have direct reports.

Salary: $28.6 - $51.4

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