Workforce Planning & Reporting Coordinator

New York, NY, United States
Mar 06, 2017
Apr 08, 2017
Contract Type
Full Time

Support the call center workforce planning manager and team by gathering data, generating reports and performing administrative type tasks in connection with workforce planning activities including scheduling, forecasting, real-time management and performance monitoring.

Real-Time monitoring of queues through Avaya IQ (phone system).
Communicate intraday stats to club management on an hourly basis.
Monitor daily service levels and productivity.
Develop and produce daily, weekly, monthly reporting on call center statistics, agent productivity, and adherence.
Assist WFM with quarterly capacity planning reports.
Create adhoc reports as needed.

Forecasting & Analysis:
Assist with the creation of call volume forecasts, schedules, workloads, and trend analysis.
Forecast expected workloads, analyze trends and monitor departmental performance for needed intra-day adjustments.
Assist WFM with shift bidding process including data preparation, forecasting, and scheduling.

Attendance & Scheduling:
Intraday adjustments in the WFM system including marking out call outs, scheduling meetings, trainings, coaching sessions, adjusting break times as needed.
Retrieve and process call-off phone line messages.
Maintain accurate attendance records for contact center via Kronos.
Use WFM tracking tools to maintain information on employee activity and assignments including schedules, absences, meetings, trainings, overtime and other schedule exceptions.
Assist WFM with quarterly capacity planning reports.

Assist in coordinating and gathering materials for Workforce Planning meetings, workshops, and trainings in partnership with WFP Team Members and WFP Manager.

High School Diploma or GED required.
Bachelor's degree in business administration, economics or mathematics preferred

•1-3 years of analytics experience (sales, labor, etc.)
•Working knowledge of scheduling systems such as Kronos, Verint, Aspect or Teleopti
•Working knowledge of scheduling activities; forecasting and intraday management
•Strong analytical skills
•Strong organizational skills
•Strong initiative
•Excellent communication skills: interpersonal, listening, written, and verbal required
•Ability to work independently as well as with a team
•Ability to multi-task and work in a fast paced environment