Responsible for collaborating with other members of the Workforce Planning team to ensure that staffing, call routing and service level requirements are at the optimal levels for all areas of the contact centers.
Responsible for reacting to and correcting unplanned operational disruptions.
This includes management of resource allocation, call routing, and working with the leadership team in order to meet departmental goals.
Managing staffing levels with overtime and undertime.
Responsible for ensuring that all the data entry associated with the workforce management databases are maintained and kept accurate.
This includes Aspect Workforce, Empower, Avaya’s, Hyperion, and additional databases not listed but that may be introduced to the operations area to improve the operational performance of the contact centers.
Responsible for assisting management, supervisors, agents and the Workforce Planning team in scheduling time off, planned training or briefings and events as they arise.
Responsible for supporting other members in the Workforce Planning team in the preparation of various reports related to the operational performance for all contact centers.
Handles customer service inquiries and problems via email, phone and walk up by contact center employees, HR and the leadership teams across the different organizations.

Position requires a high school diploma.
3+ years of experience with call center experience required.
Strong verbal and written communication skills are required.
Ability to effectively present information and respond to questions from senior management, directors, managers, supervisors and agents in a professional and courteous manor.
Ability to read, analyze and interpret governmental regulations and attendance guidelines.
Demonstrate effective questions and listening skills.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals.
Ability to define problems, collect data, establish facts, and draw conclusions.
Ability to solve problems and deal with a variety of variables in situations where only limited standardizations exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or scheduled form.
Ability to comprehend and work with multiple time zones and military time.
PC experience including Microsoft Office required.
Additional software preferred but not required: Aspect (Workforce, RTA and Empower), Avaya CMS Supervisor, Route-it, Hyperion and Microsoft Outlook.
Must have strong analytical, organizational and administrative skills.
Demonstrate strong initiative and motivations as a self-starter.
Must possess excellent interpersonal skills.
Maintain confidentiality at all times, take ownership of situations and escalate issues to the appropriate party for immediate resolution.

Operations Coordinator

Key skills