Workforce Management Real Time Coordinator

Job description

Position Title

Workforce Management Real Time Coordinator

Function

Credit Services

Site / Location of Position

US - Irving, TX

Legal Entity

Nissan Motor Acceptance Corp. (NMAC)

Posting Description

Job Summary

The WFM Real Time Coordinator is responsible for the daily efforts to provide an exceptional customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives .Incumbent must demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. This position requires evening and weekend availability.

Job Functions

·  Provides real-time monitoring via available tools (CC Pulse, Cisco CUIC, Verint, etc.) and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals / business objectives.
·  Performs continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with operations teams to achieve service level goals and business objectives.
·  Balances service level and abandonment rate goals with cost efficiencies through agent occupancy management.
·  Maintains constant communication with operations teams to coordinate needed staffing adjustments based on current and forecasted results.
·  Compares actual results to forecasted results, identifying opportunities for improvement.
·  Collaborates with WFM teammates to identify areas of opportunity in forecasting and scheduling process. Provides daily/intra-day performance reports and status to leadership.
·  Creates a positive work environment that fosters successful team performance. Builds personal skill sets and continues to develop proficiency of the department's systems and applications
Minimum Qualifications

·  Strong quantitative, analytical and technical aptitude skills
·  Ability to multi-task, be detail oriented and demonstrate strong organizational skills
·  Proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action
·  Competency in dealing with all levels of employees/management and building strong relationships with teams and all organizational customers. This position requires a high level of professional integrity. Employee information must be kept confidential
·  Three years' of relevant experience in a scheduling/forecasting role. Call center environment preferred.
·  High school diploma.
·  Must have a good working knowledge of Excel. Proficiency in a contact center workforce management tool, that includes real-time adherence, preferred.