Senior Workforce Management Coordinator

Energy Federation, Inc. 2018-04-13T19:48:42+00:00

Primary Responsibilities:

  • Monitors intraday performance of contact center volume and staffing levels to ensure ongoing service level performance is maintained.
  • Produces call, email, and chat forecasts based on past trends of historical data on a daily, weekly, monthly, and annual basis, taking into account seasonal variations and marketing events.
  • Creates and maintains staffing models and provides recommendations based on analysis.
  • Creates and manages schedules that optimize staff to best meet service level goals.
  • Works closely with contact center leadership and other business partners to schedule training and other off phone activities.
  • Maintains attendance file and monitors adherence to schedule.
  • Provides daily intra-day performance reports.
  • Creates and maintains department dashboard.
  • Runs agent and customer reports for the contact center, including call and chat.
  • Build and run reports on Customer Care operations, including key metrics such as service level adherence, average first response time, average resolution time, first contact resolution and customer satisfaction

Specific Knowledge & Skills:

  • Demonstrated interest in energy conservation industry and willingness to support EFI’s mission statement.
  • 2+ years successful workforce management (real time, forecasting, scheduling, and reporting) experience in support of a contact center operation.
  • Experience working with ShoreTel suite of products preferred.
  • Experience working with Tableau and LiveChat preferred.
  • Prior experience with workforce management tools, IEX or Genesys, preferred.
  • Proven experience with call center technologies/ practices and methodologies.
  • High level of proficiency with Excel and other MS Office tools (Word, Access, PowerPoint) for the purpose of forecasting and reporting.
  • High level of numeracy and analytical capabilities.
  • Ability to be effective in an evolving contact center environment.
  • Excellent organizational and proven verbal and written communication skills.
  • Ability to multitask with a strong attention to detail.
  • High degree of discretion dealing with confidential information.

Energy Federation, Inc. offers an outstanding benefit package including medical, dental, disability, life insurance and 401k.  This is an excellent opportunity to join a leader in the dynamic field of energy efficiency and sustainability and join a fast-growing industry.  Please visit us at www.efi.org.

Energy Federation, Inc. is an equal opportunity employer.

Qualified candidates should email cover letter, resume and salary requirements to jobs@efi.org.

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Energy Federation, Inc. offers an outstanding benefit package including medical, dental, disability, life insurance and 401k.  This is an excellent opportunity to take part with a leader in the dynamic field of energy efficiency and sustainability plus join a fast growing industry.  Please visit us at www.efi.org.

Energy Federation, Inc. is an equal opportunity employer.

Please email cover letter, resume and salary requirements to jobs@efi.org.

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