Workforce Coordinator

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    "description": "<p><span style=\"font-size:12pt;\"><span><span style=\"font-family:'Times New Roman', serif;\"><b><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">POSITION SUMMARY </span></span></b></span></span></span></p>\n\n<p><span style=\"font-size:12pt;\"><span><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"background:#FFFFFF;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">The Workforce Coordinator will provide real-time monitoring and workforce management techniques to make intra-day adjustments to maximize resource efficiency, achieve service level goals and business </span></span></span></span><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">objectives<span style=\"background:#FFFFFF;\"><span style=\"color:#000000;\"> in a high-production, multi-channel contact center.  Demonstrate a strong understanding of scheduling and staffing methodologies, forecast </span></span>modeling and <span style=\"background:#FFFFFF;\"><span style=\"color:#000000;\">how planning/forecasting staffing requirements translate to the creation of </span></span>optimal schedules and real-time (intra-day) management<span style=\"background:#FFFFFF;\"><span style=\"color:#000000;\">.  </span></span>The Workforce Coordinator is detailed and analytically oriented, driven to positively impact our customer experience, and <span style=\"background:#FFFFFF;\"><span style=\"color:#000000;\">can thrive in a growing and transforming organization.</span></span></span></span></span></span></span></p>\n\n<p> </p>\n\n<p> </p>\n\n<p><span style=\"font-size:12pt;\"><span><span style=\"font-family:'Times New Roman', serif;\"><b><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">ESSENTIAL FUNCTIONS </span></span></b></span></span></span></p>\n\n<ul>\n\t<li class=\"MsoNoSpacing\" style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Call Center Resource Planning or Workforce Management.</span></span></span></span></li>\n\t<li class=\"MsoNoSpacing\" style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Manage real-time contact activity and agent adherence, document agent absenteeism with identifying strategies to fill gaps.</span></span></span></span></li>\n\t<li class=\"MsoNoSpacing\" style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Collaborates with Call Center Leadership Team on agent statistics: production levels, adherence levels, non-inbound levels, after-call work percentages, hold times, and overall service levels when warranted.</span></span></span></span></li>\n\t<li class=\"MsoNoSpacing\" style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Daily collaboration with WFM peers on overall contact center strategy.</span></span></span></span></li>\n\t<li class=\"MsoNoSpacing\" style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Perform analysis and recommendations to facilitate optimal staffing levels or support workflow adjustments.  Amendable to changes and input from others.</span></span></span></span></li>\n\t<li class=\"MsoNoSpacing\" style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Monitors and tracks all productivity levels in the call center and implements best practices on areas where challenged and promotes solutions to streamline and improve the efficiency of work<i>.   </i></span></span></span></span></li>\n\t<li class=\"MsoNoSpacing\" style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Partner with peers to backfill on reporting functions to execute required daily, weekly and monthly reports for all Call Center metrics.  </span></span></span></span></li>\n\t<li class=\"MsoNoSpacing\" style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Receives information from peers as to system enhancements.  Executes effective resolutions for escalated issues and ensures that the appropriate Allied teams are informed.</span></span></span></span></li>\n\t<li class=\"MsoNoSpacing\" style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Demonstrates strength and understanding of business processes as well as a “sense of urgency” resulting in the ability to influence the organization to exceed performance standards and customer expectations.</span></span></span></span></li>\n\t<li><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Other duties as assigned.</span></span></span></span></li>\n</ul>\n\n<p> </p>\n\n<p><span style=\"font-size:12pt;\"><span><span style=\"font-family:'Times New Roman', serif;\"><b><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">EDUCATION</span></span></b></span></span></span></p>\n\n<ul>\n\t<li><span style=\"font-size:12pt;\"><span><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">High school diploma or equivalent required</span></span></span></span></span></li>\n</ul>\n\n<p> </p>\n\n<p> </p>\n\n<p><span style=\"font-size:12pt;\"><span><span style=\"font-family:'Times New Roman', serif;\"><b><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">EXPERIENCE AND SKILLS </span></span></b></span></span></span></p>\n\n<ul>\n\t<li><span style=\"font-size:12pt;\"><span><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">1-2 years call center experience required</span></span></span></span></span></li>\n\t<li><span style=\"font-size:12pt;\"><span><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Resource management experience – multi channel call center</span></span></span></span></span></li>\n\t<li><span style=\"font-size:12pt;\"><span><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Microsoft Office – heavy Excel experience</span></span></span></span></span></li>\n\t<li><span style=\"font-size:12pt;\"><span><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Medical/Dental employee benefit administration experience a plus</span></span></span></span></span></li>\n\t<li><span style=\"font-size:12pt;\"><span><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Prior knowledge of Nice in Contact CX One is a plus, other scheduling softwares also a plus</span></span></span></span></span></li>\n</ul>\n\n<p> </p>\n\n<p class=\"MsoNoSpacing\"> </p>\n\n<p class=\"MsoNoSpacing\"><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><b><span style=\"font-family:Arial, sans-serif;\">POSITION COMPETENCIES</span></b></span></span></p>\n\n<ul>\n\t<li class=\"MsoNoSpacing\" style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-family:Arial, sans-serif;\">Accountability</span></span></span></li>\n\t<li class=\"MsoNoSpacing\" style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-family:Arial, sans-serif;\">Communication</span></span></span></li>\n\t<li class=\"MsoNoSpacing\" style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-family:Arial, sans-serif;\">Customer Service Orientation</span></span></span></li>\n\t<li class=\"MsoNoSpacing\" style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-family:Arial, sans-serif;\">Functional/Technical Skills</span></span></span></li>\n\t<li class=\"MsoNoSpacing\" style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-family:Arial, sans-serif;\">Quality Focus</span></span></span></li>\n\t<li class=\"MsoNoSpacing\" style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-family:Arial, sans-serif;\">Time and Task Management</span></span></span></li>\n</ul>\n\n<p> </p>\n\n<p> </p>\n\n<p class=\"MsoNoSpacing\"><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><b><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">PHYSICAL DEMANDS</span></span></b></span></span></p>\n\n<ul>\n\t<li class=\"MsoNoSpacing\" style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">This is an office environment requiring extended sitting and computer work.</span></span></span></span><br />\n\t<br />\n\t </li>\n</ul>\n\n<p class=\"MsoNoSpacing\"><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><b><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">WORK ENVIRONMENT</span></span></b>  </span></span></p>\n\n<ul>\n\t<li class=\"MsoNoSpacing\" style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Remote</span></span></span></span></li>\n</ul>\n\n<p> </p>\n\n<p><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:10.5pt;\"><span style=\"font-family:Arial, sans-serif;\">Here at Allied, we believe that great talent can thrive from anywhere. Our remote friendly culture offers flexibility and the comfort of working from home, while also ensuring you are set up for success. To support a smooth and efficient remote work experience, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 100Mbps download/25Mbps upload. Reliable internet service is essential for staying connected and productive</span></span><span style=\"font-size:10.5pt;\"><span style=\"font-family:Calibri, sans-serif;\">.</span></span></span></span></p>\n\n<p><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:10.5pt;\"><span style=\"font-family:Arial, sans-serif;\">The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.</span></span></span></span></p>\n\n<p><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:10.5pt;\"><span style=\"font-family:Arial, sans-serif;\">Compensation is not limited to base salary.  Allied values our Total Rewards, and offers a competitive Benefit Package including, but not limited to, Medical, Dental, Vision, Life and Disability Insurance, Generous Paid Time Off, Tuition Reimbursement, EAP, and a Technology Stipend.</span></span></span></span></p>\n\n<p><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:10.5pt;\"><span style=\"font-family:Arial, sans-serif;\">Allied reserves the right to amend, change, alter, and revise, pay ranges and benefits offerings at any time.  All applicants acknowledge that by applying to the position you understand that the specific pay range is contingent upon meeting the qualification and requirements of the role, and for the successful completion of the interview selection and process.  It is at the Company's discretion to determine what pay is provided to a candidate within the range associated with the role.</span></span></span></span></p>",
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    "locations": "Allied Benefit Systems - CHICAGO, IL 60606",
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