$55,000 - $75,000; not specified; not specified py
Intraday real-time monitoring
Maximize efficiencies
Key performance metrics
As a member of the Workforce Management Team, an Intraday Coordinator is responsible for the implementation and management of Workforce Management (WFM) process, including intraday real-time monitoring and analysis of agent activities
Job Summary
As a member of the Workforce Management Team, an Intraday Coordinator is responsible for the implementation and management of Workforce Management (WFM) process, including intraday real-time monitoring and analysis of agent activities.
Supports day-to-day operations of a World Class Customer Operations Centre and performs functions managing key performance metrics across multi-customer channels including scheduling, planning, reporting, audits, and communication liaison between departments.
Collaborate with all Workforce Management Team to ensure department standards, KPIs, objectives, process improvements and system issues are managed.
Matching Summary
As a member of the Workforce Management Team, an Intraday Coordinator is responsible for the implementation and management of Workforce Management (WFM) process, including intraday real-time monitoring and analysis of agent activities.
Salary
$55,000 - $75,000; Not specified; Not specified
Skills & Requirements
Must-have
Intraday real-time monitoring
Maximize efficiencies
Key performance metrics
Respond real-time to support channels
Optimize schedules
Troubleshooting issues
Nice-to-have
Customer-focused
Innovative
Collaborative
Mentoring and support
Fast-paced environment
Key Requirements
2 years of experience in workforce management
Business Administration Diploma or Equivalent
Proficiency in Microsoft Office
Knowledge of WFM systems (Verint, AWS, Salesforce/SAP, Workday)
Strong problem solving and analytical skills
Exceptional business writing and verbal communication skills