Job Description

THE POSITION :
This Workforce Coordinator is primarily responsible for all aspects of multi-site work force management activities including scheduling, reporting, and forecasting to ensure productivity meets or exceeds service level agreements and quality standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
A Workforce Coordinator is tasked with delivering excellent service to our internal contact center associates. This service is achieved by:

• Assisting in creating short and long term forecast/capacity plans and ensure sufficient staff facilities are available during peak hours.
• Making real-time workforce optimization adjustments based on call volume and activity to achieve service level goals.
• Analyzing workforce management and productivity reports to develop recommendations for improved efficiencies
• Managing and track Contact Center associates PTO, Attendance, Scheduling and Hours Worked..
• Responding to inquiries and difficult questions/scenarios from internal stakeholders and associates
• All other duties as assigned

EXPECTATIONS OF THE JOB:

• Travel (None)
• Hours (40 hours per week, 5 days of the week)
• Excellent Verbal and Writing skills
• Excellent Attendance record.

Qualifications

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• High School Diploma
• Proficient in Excel, Word, Outlook
• Contact Center and/or Workforce background preferred

PREFERRED QUALIFICATIONS:

• 10+ years working in a contact center environment and/or a Workforce background
• Excellent Excel and Word skills
• Detail Oriented

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:

The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

• Most tasks are performed indoors. Temperature is moderate.
• Must be able to sit at a desk for up to 8 hours per day. Walking and standing are occasionally required. Length of time of these tasks may vary from day-to-day and task-to-task.
• Requires dexterity to use and operate all necessary equipment.
• Ability to spend extended lengths of time viewing a computer screen.
• Requires normal range of hearing and vision.

#INP

Additional Information

Patient Minded I act with the patient’s best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and hold myself accountable. ****

Embrace Diversity I create an environment of awareness and respect. ****

Grow Talent I own my development and invest in the development of others.

Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

Communication Matters I speak up to create transparent, thoughtful, and timely dialogue.

Always Innovate I am bold and creative in everything I do.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

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