Workforce Optimization Coordinator
21 hours ago
Global Payments is a leading provider of payment technology and software solutions. We are committed to delivering exceptional customer experiences and driving business growth through innovation.
About This RoleWe are seeking a highly skilled Workforce Optimization Coordinator to join our team. As a Workforce Optimization Coordinator, you will be responsible for optimizing workforce performance by analyzing data, identifying trends, and implementing improvements.
Your Key Responsibilities- Analyze data to determine call volume trends, service activity, and resource availability.
- Implement process improvements to optimize workforce performance.
- Monitor staffing levels and schedule adherence of Customer Service Representatives (CSRs) to ensure internal and/or client service levels and customer satisfaction goals are met.
To succeed in this role, you will need:
- A high school diploma or equivalent.
- Typically minimum 2 years relevant experience.
- Experience in the use of management information technology.
We prefer candidates with:
- Typically minimum 4 years relevant experience.
- Experience in call center resource management.
- Skills / Knowledge - Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.
- Job Complexity - Works on assignments that are routine to moderately difficult, requiring some decision in resolving issues or in making recommendations.
- Supervision - Normally receives little instruction on daily work, general instructions on newly introduced assignments.
- Technical - Excel, Access, IEX Workforce Management System, Avaya Call Management System, Hyperion Budgeting Software.
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