Coord, Workforce Management Operations

Position Summary

Under general supervision this role is essential to the success of the contact centers to help maintain optimal staffing, service level goals and maintain accurate daily record keeping. The Operations Coordinator requires general knowledge of the organization by brand and department and is responsible for daily clerical and real-time monitoring for all RCCL contact centers in North America, the Philippines, Mexico, as well as a 3rd party vendor. This role will assist in examining contact center trends which includes but not limited to call volumes, call patterns, staff productivity, attrition rates, and resource allocation. It will also include data entry and reporting which will be reviewed by the leadership team. Identifying organization as well as department policies and procedures will be required. Completing tasks accurately and efficiently will be required in a time sensitive environment. Multi-tasking and prioritizing will be required while meeting necessary deadlines. Rational and quick actions to daily call flow and unplanned events will be required. This role will also provide our employees information on different contact center attendance policies across the brands and sites in North America as well as Mexico and the Philippines. This includes the understanding of different scheduling, adherence and time off requirements that must be implemented and managed throughout the different organizations in order to keep the consistency and integrity of all attendance policies. Delivery of outstanding internal customer service will be required. Professional and positive interaction with all levels of management, agents and colleagues is imperative. The administrative requirements in a contact center environment are always evolving and the Operations Coordinator must be able and willing to evolve within this environment.

Essential Duties And Responsibilities

• REAL-TIME OPERATIONAL MONITORING: Responsible for collaborating with other members of the Workforce Planning team to ensure that staffing, call routing and service level requirements are at the optimal levels for all areas of the contact centers . Responsible for reacting to and correcting unplanned operational disruptions. This includes management of resource allocation, call routing, and working with the leadership team in order to meet departmental goals. Managing staffing levels with overtime and undertime.
• DATABASE MANAGEMENT: Responsible for ensuring that all the data entry associated with the workforce management databases are maintained and kept accurate. This includes Aspect Workforce and Optimization, Avaya, Microsoft software, and additional databases not listed but that may be introduced to the operations area to improve the operational performance of the contact centers. This role is also responsible for trouble shooting irregularities in the various systems to ensure accuracy.
• FUTURE STAFF NEED PLANNING: Responsible for assisting management, supervisors, agents and the Workforce Planning team in scheduling time off, planned training or briefings and events as they arise. Accuracy and creativeness will be required to perform this task as it is constantly evolving.
• HISTORICAL REPORTING: Responsible for supporting other members in the Workforce Planning team in the preparation of various reports related to the operational performance for all contact centers. When needed, this role will also provide back up support for Operations Admin Coordinator in tracking and reporting employee attendance for the RCCL contact centers.
• CUSTOMER SERVICE: Handles customer service inquiries and problems via email, phone and walk up by contact center employees, HR and the leadership teams across the different organizations. Makes recommendations to the leadership team regarding resource allocation in order to ensure service level and abandonment goals are met.
• PERFORMS OTHER DUTIES AS REQUIRED: This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.
  
  

Financial Responsibilities

• No Financial Responsibilities.
  
  

Qualifications

• Position requires a high school diploma.
• 3+ years of experience with call center experience required.
  
  

Knowledge And Skills

• LANGUAGE SKILLS: Bilingual in English and Spanish. Strong verbal and written communication skills are required. Ability to effectively present information and respond to questions from senior management, directors, managers, supervisors, and agents in a professional and courteous manor. Ability to read, analyze and interpret governmental regulations and attendance guidelines. Demonstrate effective questions and listening skills.
• MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals.
• REASONING ABILITY: Ability to define problems, collect data, establish facts, and draw conclusions. Ability to solve problems and deal with a variety of variables in situations where only limited standardizations exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or scheduled form. Ability to comprehend and work with multiple time zones and military time.
• SOFTWARE REQUIREMENTS: PC experience including Microsoft Office required. Additional software preferred but not required Aspect (Workforce, RTA and Optimization), Avaya CMS Supervisor, Call Routing.
• OTHER QUALIFICATIONS: Must have strong analytical, organizational, and administrative skills. Demonstrate strong initiative and motivations as a self-starter. Must possess excellent interpersonal skills. Should effectively build relationships and encourage collaboration in all locations in order to manufacture positive and significant outcomes.
• Maintain confidentiality at all times, take ownership of situations and escalate issues to the appropriate party for immediate resolution.
  
  

Physical Demands

• The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations.
• Ability to see (visibly) computer monitors, use fingers, hear customers via phone and in person. Specific vision abilities required include close vision and ability to adjust focus. The employee is regularly required to sit, stand, write, review, type reports, compile data, and operate a pc. The employee regularly moves about the office complex, and may climb, descend, lift or move 10 pounds.
  
  

Work Environment

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations. The environment includes office location, and /or moving inside/outside the office. A high noise level is possible if visiting shipboard or offsite locations.
• The work level in the work environment is usually moderate.