Resource Desk Coordinator (WFM - Real Time Analyst)

Position Summary: 

The primary responsibility of the Resource Desk Coordinator position is to proactively monitor service level efficiencies and coordinate the execution of contingency plans that will improve service deficiencies as they relate to volume, average handle time or forecast.

• Utilize IDP's to determine variances to forecast, average handle time and staffing  
• Document any actions taken or issues impacting performance 
• Queue Monitoring—Monitor site performance to ensure service levels and Abandonment Rate metrics are met.
• Review hold times and availability. Perform skill changes when thresholds/efficiency/service levels are in jeopardy to ensure queues do not negatively impact customer satisfaction.
• Analyze IDP's throughout the day to determine if service levels goals are at risk
• Implement escalation procedures (i.e. Call AHOD, cancel off-phone activities, etc) when it is determined that a specific line of business is at risk of not meeting the Abandonment Rate goal.
• Manage and monitor intraday queue performance and schedule adherence. 
• Work with Operations to ensure that we have a good plan & that we're working that plan. 
• Monitor real-time ACD agent work states & notify leadership of exceptions. 
• Manage real time changes to agent schedules in WFM system.
• Coordinate load balancing between NSC operations to meet abandon rate and service level goals.
• Update Resource desk operations manuals, processes and workflow documents as needed.
• Compile and distribute daily, weekly, monthly reports on key performance indicators.
• Process new hires and terminations in the WFM system.
• Provide front-line support by answering general questions via the Resource Desk telephone number.
• Check attendance calls and voice mail
• Escalating IT issue to the EOC and creating an event ticket. Responsible for communicating IT issue to Operations team and providing continued updates until issue has been resolved. 

Qualifications - External

Education/Certification:

• High school diploma or GED; two year degree preferred.

Experience:

• Five years of call center experience including a minimum of three years of workforce management experience.

Skills:

• Strong analytical and critical thinking skills.
• Ability to communicate effectively verbally and in writing.
• Intermediate PC skills:  Word, Excel, Access.
• Demonstrated ability to successfully generate reports.
• Strong decision-making skills.
• Demonstrated ability to initiate plans with little direction.
• Ability to multi-task and maintain composure under pressure.
• Demonstrated proficiency with E-WFM software; Avaya CMS Supervisor, RTA, Aspect, CXOne or other Workforce management tools required.
• Ability to perform and provide results in a fast paced, team oriented environment.
   

Pay and Benefits Disclosure:

The pay range for this role is $20.00 to $21.00 an hour and is based on experience and qualifications. We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits and paid time off among others. Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year. We also offer 6 paid holidays.