Workforce Management Coordinator

Will primarily be responsible for scheduling and making real-time decisions for all phone and offline duties of the 24/7 Contact Center in order to meet service level goals. This includes 100+ Agents broken down into 2 main groups and several specialty groups. The duties of the job also include: reporting, developing schedules, planning training sessions, scheduling PTO, and managing real time adherence.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Scheduling (40%)
  • Utilizing the forecasts, develop schedules for new hires, review schedules including existing and change requests (temporary and permanent) on a regular basis.
  • Ensure all schedules, training/coaching sessions, meetings, off-phone activities, leave, etc. are scheduled during times with the least impact on service level and warm transfer rate, correctly entered into systems and tracked when appropriate.

• Real Time Management (40%)
  • Manage real time adherence and monitor real time queues to schedules, make adjustments to shifts/lunches/breaks as necessary if actual workloads are higher or lower than forecasted.
  • Work with Senior AD and Sr. Workforce & Reporting Analyst to operationalize and manage staff PTO request process.
  • Work closely with Team Leads to ensure Helpline Agents and Care Consultants are adhering to schedules.

• Reporting (15%)
  • Publish daily stats, daily queue condition, and weekly extra hours.

• Training & Misc. (5%)
  • Provide training to new hires in the use and understanding of WFM’s software and contact center practices.
  • Perform other duties as assigned.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Strong analytical and critical thinking skills in call volume, employee workloads, and staffing optimization.
• Ability to effectively manage, prioritize, and successfully execute multiple assignments, projects, and deadlines.
• Strong attention to detail leading to consistently high-quality work and minimized errors.
• Demonstrates the ability to identify and solve process challenges and inefficiencies by using various strategies.
• Demonstrated ability to clearly communicate (verbally and in writing) and collaborate effectively with management and staff.
• Ability to maintain composure in a fast-paced work environment while adapting to sudden changes or challenges.

REQUIRED EDUCATION AND EXPERIENCE

• Bachelor’s degree preferred
• 3+ years of relevant WFM experience in a multi-skilled environment, preference for experience with CXOne WFM software.

PHYSICAL REQUIREMENTS:

• Excellent verbal and written communication skills based on ability to recognize audience needs.
• Ability to work under stress and manage several projects at one time.
• Ability to travel by car, bus, train and airplane.
• Ability to speak to internal audiences of varying size.
• Ability to analyze and interpret data clearly and concisely.
• Excellent interpersonal skills required.
• Ability to lift and carry 25 lbs.

Full time based on a 37.5 hours a week

Grade: 504, Nonexempt,  Estimated Hourly Pay $26.15 - $29.69

Reports To: Sr Workforce and Reporting Analyst

Who We Are:

The Alzheimer’s Association is the leading voluntary health organization in Alzheimer’s care, support and research. Our mission is to lead the way to end Alzheimer's and all other dementia- by accelerating global research, driving risk reduction and early detection, and maximizing quality care and support.

At the Alzheimer’s Association, our employees are at the core of all we do. Our network of more than 1,900 employees across the United States makes a difference each and every day for those impacted by Alzheimer’s and those at risk for the disease.

We warmly invite qualified applicants to consider this opportunity to make a life-changing impact on the millions living with Alzheimer’s, their caregivers and those that may develop the disease in the future. Read on to learn more about the role, then visit our website www.alz.org/jobs to explore who we are and why we've been recognized as a Best Place to Work for the last twelve years in a row.

At the Alzheimer's Association®, we believe that diverse perspectives are critical to achieving health equity - meaning that all communities have a fair and just opportunity for early diagnosis and access to risk reduction and quality care. The Association is committed to engaging underrepresented and underserved communities and responding with resources and education to address the disproportionate impact of Alzheimer’s and dementia.

The Alzheimer’s Association is committed to diversity, equity and inclusion in the workplace and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Employees working 24 hours/week or more are eligible for a comprehensive benefits package, including medical, dental, vision, flex accounts, short and long-term disability, life insurance, long term care insurance, tuition reimbursement, generous Paid Time Off, 12 annual holidays and Paid Family Leave, as well as an annual Cultural & Heritage Day and Volunteer Day of their choosing. They are also eligible for our gold standard 401(k) retirement plan.

Full time employees (37.5 hours/week), will enjoy all of the above plus an annual School Visitation Day and an Elder Care Facility Day of their choosing.