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[Remote] Workforce Coordinator

Work from home Full-time role Hiring

Note: The job is a remote job and is open to candidates in USA. Allied Benefit Systems is a company that values remote work flexibility and is seeking a Workforce Coordinator to enhance their contact center operations. The Workforce Coordinator will manage real-time monitoring and workforce management techniques to optimize resource efficiency and achieve service level goals in a high-production environment.

Responsibilities

  • Call Center Resource Planning or Workforce Management
  • Manage real-time contact activity and agent adherence, document agent absenteeism with identifying strategies to fill gaps
  • Collaborates with Call Center Leadership Team on agent statistics: production levels, adherence levels, non-inbound levels, after-call work percentages, hold times, and overall service levels when warranted
  • Daily collaboration with WFM peers on overall contact center strategy
  • Perform analysis and recommendations to facilitate optimal staffing levels or support workflow adjustments. Amendable to changes and input from others
  • Monitors and tracks all productivity levels in the call center and implements best practices on areas where challenged and promotes solutions to streamline and improve the efficiency of work
  • Partner with peers to backfill on reporting functions to execute required daily, weekly and monthly reports for all Call Center metrics
  • Receives information from peers as to system enhancements. Executes effective resolutions for escalated issues and ensures that the appropriate Allied teams are informed
  • Demonstrates strength and understanding of business processes as well as a “sense of urgency” resulting in the ability to influence the organization to exceed performance standards and customer expectations
  • Other duties as assigned

Skills

  • High school diploma or equivalent required
  • 1-2 years call center experience required
  • Resource management experience – multi channel call center
  • Microsoft Office – heavy Excel experience
  • Medical/Dental employee benefit administration experience a plus
  • Prior knowledge of Nice in Contact CX One is a plus, other scheduling softwares also a plus

Benefits

  • Medical, Dental, Vision, Life and Disability Insurance
  • Generous Paid Time Off
  • Tuition Reimbursement
  • EAP
  • Technology Stipend

Company Overview

  • Allied offers insurance products, self-insurance solutions, custom insurance and healthcare solutions to the individuals and organizations. It was founded in 1980, and is headquartered in Chicago, Illinois, USA, with a workforce of 501-1000 employees. Its website is https://alliedbenefit.com.
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