1+ months

Services Workforce Coordinator

Atlanta, GA 30303
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPosition Purpose:\u003C/strong\u003E\u003Cbr /\u003EThe Services Workforce Coordinator is responsible for executing intraday and real-time strategy for assigned line(s) of business. Assigned responsibilities may include agent skilling changes in Salesforce and/or Avaya CMS, updating and sending intraday reporting using a standardized template, recruiting overtime and/or voluntary time off based upon predetermined guidelines or direction, sending alerts associated with productivity and workload to business leaders, and similar tasks. Supported business units operate through traditional inbound and outbound telephone calls, written communication channels (SMS, e-mail, social media, chat), case management, and field-based appointment work. Frequent coordination with peers and leaders in other Workforce Management roles and Operations will be necessary. A successful Services Workforce Coordinator will be able to shift focus on the fly, remember to perform tasks without being prompted, and follow written process.\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EMajor Tasks, Responsibilities \u0026 Key Accountabilities:\u003C/strong\u003E\u003Cbr /\u003E50%- Monitor workload, work flow, and agent productivity using Verint Impact 360, Avaya CMS Supervisor, and Salesforce. Raise alerts regarding system issues, productivity issues, or workload/workflow challenges to leaders.\u003Cbr /\u003E\u003Cbr /\u003E\u003Cbr /\u003E20%- Update information about intraday performance in standardized templates for use by others or for sharing with leaders via e-mail or other mechanisms.\u003Cbr /\u003E\u003Cbr /\u003E\u003Cbr /\u003E15%- Utilize various resources (people and technology) to answer ad hoc questions from leaders and agents.\u003Cbr /\u003E\u003Cbr /\u003E\u003Cbr /\u003E15%- Partner with leaders and analysts to implement intraday changes to scheduled events, staffing, etc. as appropriate.\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003ENature and Scope:\u003Cbr /\u003E\u003C/strong\u003E\u003Cbr /\u003EReports to a Manager, Services Workforce\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EEnvironmental Job Requirements:\u003C/strong\u003E\u003Cbr /\u003E\u003Cstrong\u003E\u003C/strong\u003E\u003Cbr /\u003E1. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003ETravel:\u003C/strong\u003E\u003Cbr /\u003ETypically requires overnight travel less than 10% of the time.\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003EStandard Minimum Qualifications:\u003C/strong\u003E\u003Cbr /\u003EMust be eighteen years of age or older.\u003Cbr /\u003EMust be legally permitted to work in the United States.\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003E\u003C/strong\u003E\u003Cbr /\u003E\u003Cstrong\u003EEducation Required:\u003C/strong\u003E\u003Cbr /\u003EThe knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EYears of Relevant Work Experience:\u003C/strong\u003E\u003Cbr /\u003E1 years\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003E\u003C/strong\u003E\u003Cbr /\u003E\u003Cstrong\u003EPhysical Requirements:\u003C/strong\u003E\u003Cbr /\u003EMost of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EAdditional Qualifications:\u003C/strong\u003E\u003Cbr /\u003EPrior experience in a contact center-style organization.\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003EFamiliarity with Verint Impact 360 (or similar), Avaya CMS Supervisor, and Salesforce\u003Cbr /\u003EExperience in a Contact Center role tasked with performance monitoring, organization, or administration\u003Cbr /\u003EExperience with Microsoft Excel\u003Cbr /\u003EExperience in a customer service role\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies:\u003C/strong\u003E\u003Cbr /\u003EOutstanding attention to detail and ability to identify and correct errors\u003Cbr /\u003ESolid communication and interpersonal skills\u003Cbr /\u003EAbility to prioritize tasks and meet deadlines\u003Cbr /\u003EAbility to assess new situations and either decide on actions or ask for help\u003Cbr /\u003E\u003Cbr /\u003E\u003C/div\u003E

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Posted: 2022-05-12 Expires: 2022-07-10

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Services Workforce Coordinator

Home Depot
Atlanta, GA 30303

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