Admin/ Clerical - Workforce Management Coordinator
- Contract
Company Description
leading IT company
Job Description
The Workforce Management Coordinator is a member of the Workforce Management Team providing WFM support for multiple business units within Aon Affinity. The WFM Team drives the execution of strategy to achieve our client’s objectives. The key responsibilities of this role will be maintaining historic data and trending, producing accurate volume forecasts, and managing real-time behaviors such as adherence, occupancy, utilization. The successful candidate will be a powerful team player and will be known as an active participant in process innovation and efficiency.
Interested candidates can reach me at (678)-819-8520 or can mail me at xavierk@askstaffing. com
Qualifications
Primary Responsibilities:
- Maintain historic volume models for multiple channels and metrics including inbound call volume, outbound call volume, email, correspondence
- Conducts regular analysis of trends, impacts and influencing triggers
- Develops and distributes accurate forecasts for multiple channels and multiple clients
- Optimizes FTE and Staffing expenses to reduce cost per call and increase agent utilization and call per hour metrics
- Actively involved in process improvement and KPI development
- Coordinate and interact with internal and external integrated partners regarding real-time performance, making adjustments where necessary to balance client and operational goals
- Provide clear and tactful communication to Client Delivery Management, Client Account Managers and Client Teams
- Creates innovative solutions to unique challenges and follows through to a successful outcome
- Conducts root cause and threat analysis for items impacting performance or stability
- Develops and presents analytical reporting using available data understanding the needs of stakeholders at differing levels of authority (from agent to executive team)
Interested candidates can reach me at (678)-819-8520 or can mail me at xavierk@askstaffing. com
- Maintain historic volume models for multiple channels and metrics including inbound call volume, outbound call volume, email, correspondence
- Conducts regular analysis of trends, impacts and influencing triggers
- Develops and distributes accurate forecasts for multiple channels and multiple clients
- Optimizes FTE and Staffing expenses to reduce cost per call and increase agent utilization and call per hour metrics
- Actively involved in process improvement and KPI development
- Coordinate and interact with internal and external integrated partners regarding real-time performance, making adjustments where necessary to balance client and operational goals
- Provide clear and tactful communication to Client Delivery Management, Client Account Managers and Client Teams
- Creates innovative solutions to unique challenges and follows through to a successful outcome
- Conducts root cause and threat analysis for items impacting performance or stability
- Develops and presents analytical reporting using available data understanding the needs of stakeholders at differing levels of authority (from agent to executive team)
Interested candidates can reach me at (678)-819-8520 or can mail me at xavierk@askstaffing. com
Additional Information
Qualifications:
- 2 – 5 years in Workforce Management in a Customer Care, BPO, Contact Center environment
- Demonstrated knowledge and skills in all phases of workforce holistic cycle including planning, forecasting, intra-day management, report development etc
- Must understand how to create accurate forecasts manually (ie. Excel) and within workforce management software
- Strong analytical abilities, critical thinker and decision-maker, clear communicator, aptitude for negotiation and rational persuasion, calm under pressure
- Highly motivated, creative and a self starter able to excel with minimal supervision
- Highly proficient in Microsoft Office – Excel, Access, Powerpoint, Visio
- SQL experience preferred
- 2 – 5 years in Workforce Management in a Customer Care, BPO, Contact Center environment
- Demonstrated knowledge and skills in all phases of workforce holistic cycle including planning, forecasting, intra-day management, report development etc
- Must understand how to create accurate forecasts manually (ie. Excel) and within workforce management software
- Strong analytical abilities, critical thinker and decision-maker, clear communicator, aptitude for negotiation and rational persuasion, calm under pressure
- Highly motivated, creative and a self starter able to excel with minimal supervision
- Highly proficient in Microsoft Office – Excel, Access, Powerpoint, Visio
- SQL experience preferred
Interested candidates can reach me at (678)-819-8520 or can mail me at xavierk@askstaffing. com