Workforce Management Coordinator Professional
hace 2 días
Company Overview
Anthology is a leading provider of education technology solutions, supporting over 150 million users in 80 countries. Our mission is to deliver dynamic, data-informed experiences that empower learners and educators to achieve their goals.
We believe in the power of diversity, equity, and inclusion, and are committed to creating a workplace that reflects the communities we serve.
The Student Success team at Anthology provides a range of services designed to improve the student and faculty experience for higher education clients. These services include Help Desk support, registration/financial aid assistance, and marketing/enrollment/retention services.
Job Description
The Workforce Management Coordinator will play a key role in helping us achieve our mission by ensuring the efficient and effective management of our contact center operations. This includes monitoring real-time employee performance, identifying areas for improvement, and providing direction and communication to ensure customer calls are answered in a timely and knowledgeable manner.
The ideal candidate will have a minimum of 1 year of contact center experience and strong analytical and statistical skills. They will also be fluent in written and spoken English at a CEF C2 level and have excellent oral and written communication skills.
Primary Responsibilities
- Real-Time Monitoring
- Monitor employee performance against established business objectives and identify opportunities for improvement.
- Provide direction and communication to ensure customer calls are answered in a timely and knowledgeable manner.
- Develop and implement processes to increase agent adherence and accountability to schedule.
- Schedule training sessions with the F&S Team.
- Manage exception process to adherence and ensure all tickets related to adherence are cleared within 24 hours.
- Manage attendance line and ensure proper documentation is entered in the employee portal.
Reporting and Record Keeping
- Create Operational Analysis updates and reports on employee performance and adherence to schedule.
- Analyze procedures to improve performance efficiency and make recommendations to management.
- Collaborate with peers on projects that contribute to site success.
- Ensure accurate and complete documentation in accordance with policy and procedures.
- Promote process improvements as a change agent.
Emergency and Disaster Recovery Procedures
- Coordinate emergency center closings with the WFM ROC Manager.
- Activate Emergency Action Plan.
- Capture necessary materials.
- Contact relevant members of management.
Salary
The estimated salary for this position is $55,000 per annum, commensurate with experience.
Benefits
Anthology offers a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
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