51 applicants

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Company

Original Job Post

Ferguson · 2 days ago

Workforce Management Real Time Coordinator

United States

Full-time

Remote

Entry, Mid Level

$15/hr - $23.79/hr

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Responsibilities

Leads Intraday SL% of All Channels

Manages & Monitors Associate Queue Performance

Intraday Analysis of Queue Performance

Dashboarding & Reporting for Intraday Tools

Attendance Policy Tracking & Management

Tracks daily attendance occurrences/headcount shrinkage

Monitors all contact channels to ensure optimal daily staffing levels

Monitors expected staffing resources and availability of contact center staff in order to achieve service level objectives

Facilitates real-time schedule adherence or labor resource discussions with necessary stakeholders

Process daily schedule exception requests, intraday schedule updates, skill adjustments, emergency resource adjustments, and unplanned intraday schedule changes

Collaborate with WFM Forecaster & Scheduler for long term strategic needs of the business based on intra day WFM experience

Leads intraday labor resource efficiency metrics such as Adherence, ATT, ACW, Not Ready Time, etc.

Communicates intraday reporting, dashboards, and needs to all division stakeholders

Journals post-mortem of performance on service level across all inbound customer queues

Collaborates on WFM projects & initiatives to improve efficiencies

Performs intraday analysis to determine where we need to shift schedules or coverage for optimal efficiency

Success will be measured by Schedule Adherence % to Goal by Division and Service Level % Goals Achieved

Qualification

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Resource managementCall centerECommerce55+ WPMProceduralData interpretationGenesys WFMExcelProblem-solvingHard-workingLeadershipInterpersonalCommunicationSelf-motivatedOrganized

Required

Previous experience with inbound and outbound resource management

Call Center Experience and/or eCommerce Space Experience are a plus

55+ WPM required

Strong leadership skills including the ability to influence without authority

Outstanding interpersonal skills with ability to interact effectively with all levels of management

Excellent written and verbal communication skills

Self-motivated and ability to work independently

Detail-orientated with a proven ability to organize and prioritize work

Very systematic and procedural

Strong analytical skills for interpreting and gathering data

Familiar with the following Software Platforms: Genesys WFM & Excel

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Paid Time Off

Life Insurance

401(k) with company match

Mental Health Coverage

Gender Affirming and Family Building Benefits

Paid Parental Leave

Associate Discounts

Community Involvement Opportunities

Company

Ferguson

Glassdoor

3.6

Since 1953, Ferguson has been a source of quality supplies for a variety of industries, each working together to help build better infrastructure, better homes and better businesses.

Founded in 1953

Newport News, Virginia, USA

10,001+ employees

http://www.ferguson.com/

H1B Sponsorship

Ferguson has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Trends of Total Sponsorships

2023 (1)

2022 (5)

2021 (10)

2020 (9)