MercedRecruiter Since 2001
the smart solution for Merced jobs

Workforce Management - Real Time Coordinator

Company: Patelco Credit Union
Location: Merced
Posted on: July 12, 2019

Job Description:

OverviewThe Workforce Management Real Time Coordinator provides direction to the Contact Center team by supporting in monitoring key metrics via channels within the contact center. The position is responsible for mapping call flows and adjusting schedules in an accurate and timely fashion in order to meet stated service level targets ensuring appropriate coverage. Analyzing call center trends, including call volume, call patterns, staff productivity and resource allocation.Responsibilities




  • Responsible for monitoring daily schedules and phone activities that support supervisors with ensuring contact center employees are signed in with maximum phone coverage
  • Monitors call volume and staffing levels to ensure ongoing service performance is maintained, adjusting agent skill assignments as needed
  • Monitors intraday results and make recommendations to utilize capacity or execute contingency plans
  • Analyzes historical performance and assess future impacts to accurately reforecast next day metrics and projected performance to reflect the current view of staffing requirements to meet departmental goals
  • Facilitates discussions with leadership and all other contact center personnel.
  • Develops meaningful reports/scorecards that assist contact center supervisors and managers in addressing the phone performance of employees
  • Monitors, record and escalates real-time schedule adherence impacts; including but not limited to tardiness, absenteeism etc.
  • Coordinates with management team to ensure data is used to adjust various business processes that contribute to overall member satisfaction such as employee training, call scripts, application improvements, etc.
  • Conducts call pattern forecasting and schedule planning to help meet business unit objectives
  • Provides performance feedback on a regular basis to Contact Center Leaders
  • Provides statistical reporting as required
  • Helps with the integration and implementation of new call center technologies.
  • Thrive as a team player in a fast-paced, high energy, change-oriented environment


    Qualifications




    • BA in business related discipline or equivalent (preferred)
    • 1-3 years of call center experience
    • Minimum 5 years prior analyst and workforce management experience
    • Strong verbal and written communication skills
    • Proficient in MS Excel, PowerPoint and Word
    • Highly organized and able to manage multiple tasks
    • Problem solving skills
    • This role is based in our Merced Contact Center.

    • Must be able to sit for extended periods of time

Keywords: Patelco Credit Union, Merced , Workforce Management - Real Time Coordinator, Executive , Merced, California

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Executive Jobs


Current College Students - Search Engineering Manager
Description: Job DescriptionLet companies apply to you, not the other way around. Sign up with Hired to get access to thousands of companies currently hiring search engineering managers and developers. Want to work (more...)
Company: Hired
Location: Isleton
Posted on: 07/21/2019

Application Engineering Manager
Description: Let companies apply to you, not the other way around. Sign up with Hired to get access to thousands of companies currently hiring applications developers.Want to work for a company you love Are you an (more...)
Company: Hired
Location: Winters
Posted on: 07/21/2019

Shift Manager
Description: DescriptionWorking at Pizza Hut is about making hungry people happy. It's about being independent and having fun, making new friends and earning extra cash. If you're ready to take the next step in your (more...)
Company: Pizza Hut
Location: Citrus Heights
Posted on: 07/21/2019


Civil Engineer - Civil CAD Drafter - Land Surveyor - Project Manager
Description: NOW HIRING: Civil Engineer - Civil CAD Drafter - Land Surveyor - Land Planner - Project Manager Office Locations: Sacramento, California / Folsom, California / Fresno, California Term: Full Time Permanent (more...)
Company: TJG Civil Engineers and Land Planners
Location: Elk Grove
Posted on: 07/21/2019

Engineering Manager
Description: Let companies apply to you, not the other way around. Sign up with Hired to get access to thousands of companies currently hiring Engineering Managers. Are you an Engineering Manager Engineering Managers (more...)
Company: Hired
Location: Travis Afb
Posted on: 07/21/2019

VP, State Regulatory Affairs West
Description: This role can be located in Washington, DC, Stamford, CT or Sacramento, CA br br JOB SUMMARY br br Responsible for directing regional regulatory strategy for the company, managing government regulations, (more...)
Company: Spectrum
Location: Sacramento
Posted on: 07/21/2019

Search Engineering Manager
Description: Let companies apply to you, not the other way around. Sign up with Hired to get access to thousands of companies currently hiring search engineering managers and developers. Want to work for a company (more...)
Company: Hired
Location: Herald
Posted on: 07/21/2019

Current College Students - Engineering Manager
Description: Job DescriptionLet companies apply to you, not the other way around. Sign up with Hired to get access to thousands of companies currently hiring Engineering Managers. Are you an Engineering Manager (more...)
Company: Hired
Location: Herald
Posted on: 07/21/2019

Account Manager
Description: Job Type s Full Time - Salary 36,607 -
Company: RDO Equipment Co.
Location: Sacramento
Posted on: 07/21/2019

Current College Students - Engineering Manager
Description: Job DescriptionLet companies apply to you, not the other way around. Sign up with Hired to get access to thousands of companies currently hiring Engineering Managers. Are you an Engineering Manager (more...)
Company: Hired
Location: Dunnigan
Posted on: 07/21/2019

Log In or Create An Account

Get the latest California jobs by following @recnetCA on Twitter!

Merced RSS job feeds