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Workforce Coordinator (Grafton, WI)
Position Summary: DentaQuest is adding a Workforce Coordinator to the Customer Service team. This individual will monitor department staff for compliance and communicate to staff and Customer Service management recommendations to assure phone standards and department policies are met.
JOB DUTIES:
Maintain consistent approach to phone coverage and know how decisions impact departmental productivity, budget, and required goals.
Make recommendations to redeploy resources; recognize the appropriate skill set up and priority levels; analyze and evaluate the impact and resources available between all call centers in order to achieve optimum productivity and service levels in all locations.
Understand the statistics, analyze reports, phone statistics, and staffing levels in order to identify trends, issues, or make recommendations to the Supervisor.
Recognize anomalies, included but not limited to, unusually high or low call volumes, no calls coming on a skill, etc. Proactively test the IVR or check with staff to understand if something may not be working correctly. Alert Supervisor to the issue immediately.
Develop and maintain department staffing schedule. Proactively runs reports and researches optimal scheduling needs. Makes recommendations for changes as needed.
Develops, modifies and maintains staff model for all skills supported by the call center.
Monitor department staff by primarily using Avaya phone system real time reports to assure staff members are in compliance. Communicate to staff as needed changes that are needed to assure compliance.
Requirements:
- Candidates for this role must possess previous Customer Service experience in a call center environment; experience working with Avaya phone systems; previous experience analyzing reports and interpreting data; excellent written and verbal communication skills; the ability to work independently; intermediate level knowledge of Excel; excellent analytical and problem solving skills; and the ability to remain organized during multiple interruptions. A college degree in Business or related field is also preferred.
Job Code: CSR 2
Location: Doral USA, WI
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to
recruiter@dentaquest.com.
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