The Center Resource Coordinator is responsible for monitoring service levels, average speed of answer and staffing levels of all lines of business with the Call Center to ensure a positive member experience. This position also coordinates schedule updates of meetings, coaching and other "off phone" activities in accordance with staffing and service levels, assists with recruiting real time extra hours and staffing reductions.
* Monitors real time performance and continually analyzes call volume, history trends and patters to meet service level requirements using Real Time Adherence (RTA) and Cisco reports. Uses RTA to communicate discrepancies to schedule adherence to leaders * Supports staffing and scheduling initiatives for all call center lines of business while analyzing and interpreting volume and call pattern data * May review inbound staffing/performance trends for upcoming intervals to determine needs and gaps * Oversees site outage support/communication and IT ticket submission * Participates in developing and updating Workforce process and procedures to implement functional strategies and leads process improvement project and participates in real-time project * Participates in business huddled and may facilitate RMTs orientation/education for new hires * Schedules agent "off phone" activities
* Minimum one (1) year experience in a call center environment * Proficient skill in keyboarding and computer navigation in a Windows environment and Microsoft Windows/Office applications * Ability to maintain a high degree of ownership and accountability. Ability to exercise independent judgment and discretion in matters of significance * Excellent two way written and oral communication skills required with the ability to understand and help others through complex problems involving systems and processes * Ability to work independently, handle multiple priorities and a high volume, intensive, fast-paced environment * Ability to communicate in spoken and written English well enough to be understood by supervisors, co-workers, and customers * Ability to enter data and maneuver efficiently using a keyboard, operate a mouse, use telephone and headset equipment, and listen while keying information into the system * Ability to meet the physical requirements of frequent sitting and some standing and walking, with bending and reaching as necessary * Ability to demonstrate self control by maintaining composure and keeping emotions in check even in difficult situations * All employees/associates may in the course of their duties come in contact with Credit / Debit Card Data. If this data is exposed as part of their position in the site/center, the associate must protect that data as directed and required by the compliance team to ensure SHC s compliance to current Payment Card Industry (PCI) Data Security Standards (DSS)
PREFERRED SKILLS: * Experience working in a Workforce Management role
JOB REQUIREMENTS: * High school diploma or equivalent * 1-2 years of related experience * 16 years of age or older
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Job ID: 987132BR
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