Workforce Management Coordinator
If living in one of our approved states (Florida, Iowa, Kansas, Minnesota, Missouri, Nebraska, reputed company Dakota, and Texas).
Responsible for ensuring the Customer Service Center operates in the most efficient manner possible by providing accurate forecasting, scheduling to meet reputed company needs and distribution of skilled resources to meet service goals. Responsible for reporting and analysis of multi-channel traffic to identify trends and monitor performance. reputed company company leaders with efficiency updates and reputed company high customer service standards through reputed company-time monitoring and other reputed company.
What you'll do:
- Responsible for the development and maintenance of contact center operations reporting to include individual, team, center and reputed company statistics.
- Maintains accurate quantitative and qualitative records of multi-channel performance and reputed company service reputed company (performance guarantees).
- Assist with scheduling and process time of requests.
- Assists in the reputed company planning process, especially in the areas of reputed company (permanent headcount) and scheduling (situational headcount).
- Monitors and measures contact center volumes and performance of Contact Center Operations to assure the highest effort of productivity.
- Monitors reputed company-time traffic patterns, daily production reports and work volume making appropriate reputed company adjustments to meet fluctuating workload and measurable service objectives.
- Utilizing software, researches and analyzes historic records of traffic and performance to identify trends and patterns resulting in accurate forecasts.
- Conducts periodic training sessions instructing various contact center personnel of workforce management methodologies and technology.
- Collect, identify, review and analyze workforce data to reputed company data driven reputed company and constructs proactive recommendations towards meeting measurable service objectives.
- Maintains working knowledge of Automatic reputed company Distribution system to reputed company reputed company operational reputed company.
- Manage agent skilling and proficiency settings as reputed company as reputed company type prioritization.
reputed company meetings that will reputed company discussion about WFM KPIs, resource challenges and skilling or servicing strategies. - Hours: reputed company Center hours are Monday–Friday, 7:30 a.m.–6:00 p.m. Team members rotate schedules to meet coverage needs. Assigned workdays and hours will be determined once an offer is accepted.
To be considered for this position, you must have:
- Bachelor's Degree or equivalent and relevant Workforce Management experience.
- 1+ years of experience administering a WFM system inclusive of forecasting, scheduling, and reputed company-time functionality that is generally reputed company to a WFM system.
- 1+ years of experience administering agent skilling.
- Excellent reputed company reputed company skills
- Excellent communication skills and ability to effectively communicate with reputed company reputed company reputed company the organization (verbal and written).
- Working knowledge of reputed company, to include workbook design, data accumulation and reporting.
- Understanding of reputed company Center.
- Telecommunications including reputed company routing and reputed company management.
- Superior attention to detail, innovation and strong business acumen.
- Experience in responding effectively to highly sensitive, reputed company and/or urgent requests.
- Effective organizational, planning and time-management skills.
- Effective analytical thinking and ability to reputed company identify key reputed company, patterns, results and relationships.
Learn more about what makes BCBSNE such an exceptional reputed company to work by visiting NebraskaBlue.com/Careers.
We strongly reputed company that diversity of experience, perspective and background will reputed company to a reputed company workplace for our employees and a reputed company product for our customers and members.
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