WFM Real Time Coordinator - 100767
Location: Memphis Tennessee
Description: American Home Shield is hiring WFM Real Time Coordinator - 100767 right now, this job will be placed in Tennessee. More complete informations about this job opportunity kindly read the description below. Location: TN-1000028 - AHS/TMX Memphis Call Center Functional Area: Call Center/Contact Center Branch Number: 45256011
ServiceMaster is committed to Diversity and Inc! lusion. We encourage diverse candidates to apply to this position.
An Equal Opportunity/Affirmative Action Employer - AA/EOE/M/F/D/V
Position Overview
Uses workforce scheduling applications to track and monitor call volume and trends. Monitors
productivity metrics and schedules to ensure adequate staffing to meet business needs.
Develops and maintains a scheduling database to track availability of associates. Prepares and
communicates schedules based on call volume forecasts and available staffing. Frequently
provides call volume/agent reports.
Responsibilities
- Uses workforce scheduling applications to track and monitor call volume and trends; identifies agents outside acceptable thresholds and communicates discrepancies to the appropriate manager/supervisor.
- Monitors productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, breaks/meals, and time-off! as needed.
- Develops and maintains a scheduling datab! ase to track availability of associates. Prepares and communicates daily and weekly schedules based on call volume forecasts and available staffing; coordinates associate schedule change requests and scheduling of time off.
- Provides call volume/agent reports on daily, weekly, and monthly basis.
- ServiceMaster Commitment
- Customer Orientation/Positive Impact
- Results Orientations/Sense of Urgency
- Change Mastery
- Relationship Building/Sensitivity
- Integrity/High Standards
- High school diploma/GED with 1-3 years of call center operations experience and/or training required, or an equivalent combination of education and experience
- Workforce scheduling experience preferred
- Knowledge of call center operations and scheduling
- Computer skills in Microsoft Office ap! plications (Word, Excel, PowerPoint, Outlook)
- Verbal and written communication skills
- Analytical skills
- Problem solving and decision making
- Attention to detail
- Conflict resolution
- Organization, time management, multi-tasking
The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
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If you were eligible to this job, please email us your resume, with salary requirements and a resume to American Home Shield.
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This job starts available on: Thu, 14 Mar 2013 10:41:13 GMT