Workforce Coordinator

This is a fully remote position, open to applicants in Florida, +1 more state.

📋 Description

• Compile daily and weekly operational reports.

• Reevaluate outcomes to ensure that metrics are met.

• Enhance workforce coverage on an hourly, daily, weekly, and monthly basis across various lines and locations.

• Address real-time challenges and engage in solution development through collaboration with operations and IT.

• Discover opportunities for efficiency by utilizing data validation.

• Create performance data reports that are user-friendly.

• Share insights weekly with staff and operations leadership.

• Examine historical interactions to pinpoint factors that influence volume variations.

• Stay informed about call and email drivers.

• Assist the capacity manager with forecasting and scheduling tasks.

• Provide support for special projects and assignments.

• Help stakeholders with on-demand report requests.

• Develop schedules for new hires and identify any gaps in coverage.

• Update and manage Verint Monet and other workforce management software.

• Supervise queues in real-time to redistribute resources and uphold service standards.

⛳️ Requirements

• A university degree or equivalent relevant experience.

• Capability to thrive in a rapidly growing virtual environment with substantial changes.

• Ability to work collaboratively with all levels of staff.

• Skill in prioritizing tasks and meeting deadlines.

• Excellent verbal and written communication abilities.

• Competence to work independently and devise solutions for complex issues.

• Familiarity with Verint, Amazon Connect, and Aqueon.

• Proficient in Google Sheets and Excel.

• Expertise in creating and manipulating pivot tables and formulas.

• Experience in a scheduling environment is advantageous.

• Capability to work at a computer terminal with a monitor, keyboard, and mouse for extended durations.

• Ability to stoop, bend, reach, and perform repetitive wrist, hand, and finger motions.

• Ability to lift, carry, push, pull, and move items weighing up to 20 pounds.

• Proficiency in verbal communication, auditory discernment, and visual detail perception.

• Must be authorized to work for any employer in the United States.

• Applicants must not need visa sponsorship.

🏝️ Benefits

• Dental, vision, and various group medical plans.

• 401(k) retirement savings plan.

• Group life insurance coverage.

• Accidental death and dismemberment (AD&D) insurance.

• Flexible spending account (FSA).

• Health savings account (HSA).

• Commuter benefits.

• Employer-funded short-term (STD) and long-term disability (LTD) insurance.

• Supplemental life insurance for spouses.

• Legal insurance.

• Employee assistance program.

• Home health testing kits.

• Fertility medication discount program.

• Flexible vacation policy.

• Accrued paid sick leave.

• 10 paid holidays.

• 2 floating holidays for full-time non-exempt employees.

• Eight weeks of paid parental leave for eligible employees, with additional paid weeks for the birthing parent.

• 4 weeks of paid caregiver leave.

• Monthly Lifestyle Spending Account allowance.