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Coordinator 2 Workforce

JOB-ID: 6112

Job Title Category Location Job Type Posted
Coordinator 2 Workforce Administrative/Clerical Miramar, FL 33025 Full-Time 10-28-2020
Responsible for monitoring the day-to-day call volumes and adjusting the call flows for each Call Center operation.�� Also responsible for monitoring and reporting agent schedule adherence in real-time using Workforce Management software and ACD real-time displays.

 

  • Monitor agent schedule adherence using real-time adherence and WFM software.
  • Call out non-adherent events to Operations through phone, email and chat.
  • Oversee proactive scheduling of discretionary activities such as training, meetings, overtime, etc.
  • Identify service level risks intraday, and partner with Call Center team to create a plan of action to correct.
  • Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines.
  • Inform Operations management so decisions can be made regarding off-phone activities with up-to-the-minute daily statistics.
  • Make schedule updates and optimize scheduled activities.
QUALIFICATIONS
  • Minimum one year experience in a call center environment.
  • One year prior experience working with workforce management technologies, ACD and real time monitoring.
  • Basic knowledge of agent skilling a plus.
  • Strong analytical skills required.
  • Proficiency in Microsoft Office Applications including Word and Excel and other relevant software.
  • Ability to communicate tactfully, verbally and in writing with department heads, managers, coworkers and vendors to resolve problems and negotiate resolutions
EDUCATION
  • Completion of high school or basic education equivalency required.
  • Two years college or more preferred.
SPECIAL INSTRUCTIONS TO CANDIDATES
  • EOE/AA M/F/D/V

Why VITAS Healthcare and What Do They Offer Me?

VITAS Healthcare is the nation’s leading provider of end of life care. We provide our employees opportunities for professional growth, advancement and competitive benefits.

Benefits Include:

- Competitive compensation 
- Health, dental, vision, life and disability insurance
- Pre-tax healthcare and dependent care flexible spending accounts
- Life insurance
- 401(k) plan with numerous investment options and generous company match
- Cancer and/or critical illness benefit
- Tuition Reimbursement
- Paid Time Off
- Employee Assistance Program
- Legal Insurance
- Roadside Assistance
- Affinity Program
Choose a Career with VITAS

We offer a variety of full-time, part-time and per-diem employment opportunities. You can choose to work day or night shifts, weekdays or weekends.

Employees earn competitive salaries and have the flexibility to choose a benefits package suitable to their own needs and lifestyle.