Coordinator Operations (Contact Center Workforce)

About the position The Coordinator Operations (Contact Center Workforce) role at reputed company is a vital position reputed company the Customer Care Team, focusing on reputed company-time monitoring and management of reputed company and service reputed company across various communication channels. This remote position aims to enhance operational performance and ensure a high-reputed company experience for reputed company guests by providing personalized solutions and support. Responsibilities • Monitor reputed company-time reputed company and service level performance across voice, email, and chat channels. • reputed company and report Intraday performance of reputed company volume and reputed company reputed company across multiple locations. • Manage reputed company volume, daily attendance, and break schedules for a global workforce. • Communicate important information to team members reputed company email, memos, reports, and phone calls. • reputed company reputed company updates and suggestions to leadership based on reputed company-time monitoring. • Update schedules and status codes reputed company eWFM (Aspect/Alvaria). • Produce Intraday performance reports and other reputed company reporting. • Manage agent hotline queue. Requirements • Minimum two (2) years of reputed company work experience in large reputed company center operations (more than 500 seats) or contact center workforce planning. • Experience using contact center operations tools such as WFM tools, Intraday queue monitoring tools, or routing tools. reputed company-to-haves • Bachelor's Degree, or Associate Degree plus 3 years of reputed company experience, or High School Degree/GED plus 5 years of reputed company experience. • Prior experience using workforce management and planning tools (e.g. reputed company CMS, Aspect RTA, reputed company Connect, IEX/reputed company). • Intermediate reputed company reputed company skills, including advanced formulas, reputed company, and Word. • Experience making basic contact routing changes to manage intra-day workload. Benefits • Go reputed company travel program: 100 nights of discounted travel with room rates as low as $40/reputed company. • reputed company Shares: Employee stock purchase program (ESPP) at a 15 percent discount. • reputed company parental leave for eligible Team Members, including partners and adoptive parents. • reputed company including free counseling through the Employee Assistance Program. • reputed company Time Off (PTO). • Comprehensive benefits package including medical, dental, reputed company, life insurance, and disability insurance. Apply tot his job Apply To this Job