Workforce Management Coordinator - Remote

What you will do:

This is a Workforce Coordinator position responsible for resource management for a multi-site call center environment. This position creates short term capacity/demand planning, as well as monitoring operational performance.

This is a highly visible role, with the primary goal of creating staffing plans, understanding the variables to the forecast and how it will impact the operation, and ultimately help recommend how to respond tactically. This position will create various reports and analyze data to make recommendations for continuous improvement.

To aid Operations to ensure smooth success of the Call Monitoring Center. Researching call center metrics and other data to increase efficiency within the center. Creating and producing reports based on this data using a variety of software such as MS Excel, Access, and SQL.

How you will do it:

• To provide assistance to the Resource Desk and Business Analyst, ensuring smooth operations of the CMC and other lines of business.
• Data mining and data analysis to research anomalous data and/or identify patterns
• Monitor NICE CXOne Real-Time to ensure appropriate staffing in splits
• Schedule change impact analysis
• Responsible for Real Time resource balancing of agents across various alarms/call center types to achieve maximum use of our resources and obtain the highest service level and lowest variance among service levels by hour
• Executes NICE/IEX data to provide recommendation on staffing and call/alarm management.
• Track absenteeism and tardiness daily.
• Maintains all off-phone exception times for agents in the CMC and other lines of business. Updates NICE/IEX with this information.
• Provides first level support to the CMC and other lines of business for all general questions asked via the Resources Desk phone number
• Performs other duties and responsibilities as assigned.

Qualified candidates must be professional, well organized, and able to manage multiple tasks in a fast-paced work environment possessing good time management skills. A strong customer service attitude is necessary. Good process management skills are necessary: following procedures, ensuring high quality output and attention to detail. Effective organizational and analytical skills. Must have excellent interpersonal skills especially in verbal and written communication and interacting with various level of management. Must be “action oriented”, able to take independent action, respond quickly and go above and beyond. Ability to work independently /stand alone, as well as work cohesively on a team. Flexibility to work others shifts on short notice preferred. Ability to handle confidential/sensitive information is essential. Must be dependable and have excellent attendance.

What we look for

Required:

• Must meet performance standards
• Workforce Management Software, SQL and MS Access experience a plus
• NICE CXOne and NICE IEX experience a plus
• Knowledge of MS Office and experience with Excel is a must

Hiring Compensation Range: $49,000 -$60,000 USD. (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This position includes a competitive benefits package. For details, please visit the Employee Benefits tab on our main careers page at https://www.johnsoncontrols.com/careers.