WFM Coordinator

Workforce Management ROC Coordinator

Remote - Colombia

*ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED*

The Opportunity:

Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.

We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.

The Student Success team provides a suite of services designed to improve the student and faculty experience for higher education clients. These services include Help Desk support, assistance with registration/financial aid, and marketing/enrollment/retention services. The Workforce Management Coordinator position is an exciting opportunity to join a team of professionals whose mission is to assist the business in being as efficient and effective as possible while providing support to Operations and other support groups.

Primary Responsibilities:

1. Real Time Monitoring:

• Monitoring real time employee performance against established business objectives; identifying opportunities, reporting, and acting on areas for improvement.
• Monitoring employee productivity and providing direction and communication to ensure customer calls are answered in a timely, efficient, and knowledgeable manner.
• Providing management with areas of opportunity to increase agent adherence and accountability to schedule.
• Scheduling training sessions in coordination with the F&S Team.
• Managing exception process to adherence and ensuring that all tickets related to adherence are cleared within 24 hours of submittal.
• Managing the attendance line and ensuring that proper documentation is entered in the employee portal utilized by the operational staff.

• Reporting and Record Keeping:

• Creating Operational Analysis updates and reports on employee performance and adherence to schedule.
• Studying procedures to improve performance efficiency of employees and makes recommendations to management.
• Working with peers on projects that directly contribute to site success.
• Ensuring that appropriate documentation is completed and recorded in line with policy and procedures.
• Acting as change agent by suggesting and helping to implement process improvements.

• Emergency and Disaster Recovery Procedures:

• Coordinating emergency center closings with the assistance of the WFM ROC Manager.
• Activating the Emergency Action Plan.
• Collecting the necessary materials.
• Contacting the correct members of management.

The Candidate:

Required skills/qualifications:

• Minimum of 1 year of Contact Center experience.
• High School diploma or equivalent.
• Must be at least 18 years old.
• Fluency in written and spoken English at CEF C2 level.
• Strong oral and written communication skills.
• Must be in current role for 3 months or more; must be in good standing, currently meeting current job/performance expectations, and not on any written corrective action.

Preferred skills/qualifications:

• Ability to multitask.
• Ability to communicate performance measures to decision makers effectively and with assertion to accomplish the objective.
• Knowledge of Microsoft products, including Excel.
• Strong analytical and statistical knowledge.

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.