YRC Freight Workforce Management Coordinator in Overland Park, Kansas
Responsible for the workforce management tasks within the Customer Service department. Responsibilities will include attendance, staffing, and scheduling functions, as well as summary reporting. This position interprets data, formulates, and implements modifications to staffing plans for agent schedules and skill assignments to balance resources, both in real time and future planning, to meet service levels and performance guarantees. Uses independent judgment to shift staff resources dynamically to support goals and communicate any conditions that threaten success.
Ability to proactively identify potential issues, evaluate the impact, create and implement a solution, and communicate the issue, steps taken, and results in a timely manner with appropriate parties.
Manage changes to scheduling to ensure adequate daily resource coverage.
Communicate with management and operations team to ensure compliance with company standards.
Monitor attendance and schedule adherence.
Process management requests for modifications of scheduling events (meetings/training, etc.).
Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
Communicate and work with staff members, management, Human Resources, and Accounting.
Monitor day-to-day call center staffing to ensure proper resource allocation commensurate with service level goals on an interval, daily, weekly and monthly level. Includes making decisions about offering additional hours/overtime or sending agents home early.
Communicate in real-time to the general population as well as the management team about current conditions, escalating issues as necessary.
Receive and document agent call-ins.
Monitor email and voicemail queues for the team, responding to requests consistent with response time targets for the team.
Receive, evaluate and decision on request for vacation and time off, in accordance with defined allotments and policies.
Create and maintain long term scheduling process to ensure optimal utilization of contact center resources.
Assist with the delivery of accurate, detailed, timely and user-friendly reports/dashboards for identified stakeholders.
Partner with call center operations leadership team to ensure understanding of service level management objectives.
Assist with workforce management tasks as needed.
Bachelor’s Degree or equivalent education and work experience.
Demonstrated knowledge of Workforce Management best practices.
Demonstrated knowledge of Call Center operations principles.
Skills in complex problem solving, judgment, critical thinking and decision making.
Ability to organize information and have attention to detail and accurately follow procedures.
Ability to work independently with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
Ability to effectively communicate orally and in writing with co-workers, management team, other departments, and outside agencies.
Demonstrated ability in applying analytical concepts within a call center environment .
Knowledge of Microsoft applications including Outlook, Excel and Access with the ability to create and maintain databases.
Ability to prioritize and follow through.
Ability to maintain confidentiality.
Bachelor’s Degree with three (3) years of experience in contact center workforce management.
Experience with Workforce Management software (scheduling, performance tracking, reporting, preferably Aspect.
Requisition Number 2016-24829
Location US - KS - Overland Park
Posted Date 11/29/2016
Category Customer Support/Call Center