1+ months

Services Workforce Coordinator

Atlanta, GA 30339
JobTitle: Services Workforce Coordinator
Job ID: 400065_en-us
Salary Range: 0.0- 0.0
Job Category: Customer Service
Employment type: Full Time

Position Description:
Position Purpose:
This is a remote/virtual position.  The Services Workforce Coordinator is responsible for executing intraday and real-time strategy for assigned line(s) of business. Assigned responsibilities may include agent skilling changes in Salesforce and/or Avaya CMS, updating and sending intraday reporting using a standardized template, recruiting overtime and/or voluntary time off based upon predetermined guidelines or direction, sending alerts associated with productivity and workload to business leaders, and similar tasks. Supported business units operate through traditional inbound and outbound telephone calls, written communication channels (SMS, e-mail, social media, chat), case management, and field-based appointment work. Frequent coordination with peers and leaders in other Workforce Management roles and Operations will be necessary. A successful Services Workforce Coordinator will be able to shift focus on the fly, remember to perform tasks without being prompted, and follow written process.

Major Tasks, Responsibilities & Key Accountabilities:
50%- Monitor workload, work flow, and agent productivity using Verint Impact 360, Avaya CMS Supervisor, and Salesforce. Raise alerts regarding system issues, productivity issues, or workload/workflow challenges to leaders.

20%- Update information about intraday performance in standardized templates for use by others or for sharing with leaders via e-mail or other mechanisms.

15%- Utilize various resources (people and technology) to answer ad hoc questions from leaders and agents.

15%- Partner with leaders and analysts to implement intraday changes to scheduled events, staffing, etc. as appropriate.

Nature and Scope:
Reports to a Manager, Services Workforce

Environmental Job Requirements:
1. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.


Posted: 2022-03-29 Expires: 2022-07-24

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Home Depot, Inc.
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