The Monark Group is committed to helping great ideas live up to their fullest potential. Our diverse team delivers world-class solutions across a diverse array of emerging & established lines of business.
At Monark, you will do work that matters with people that are committed to helping our vision become a reality. Projects at Monark have an impact on the communities that our team members live, work & play in.
As our WFM Coordinator, you will be responsible for interpreting data, formulating, and implementing modifications to staffing plans to balance resources, both in real time and future planning, to meet service levels and performance guarantees.
What Will You be Doing:
Orchestrate scheduling reviews on regular basis to ensure alignment to business demands and provide business insight
Generation of reports, data, and analysis to provide actionable insight on improvements to current performance and an assessment on future needs
Own and manage WFM key metrics such as forecast accuracy, schedule efficiency, schedule adherence, line adherence, productivity, etc.
Helps with the integration and implementation of new call center technologies and develop strategies to forecast and support resource demands at launch
Analyze Volume/FTE allocation and business trends to provide recommendations on cost efficient and successful footprint based on local/regional aspects
Ownership of root-cause analyses to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness
Forecasting staffing needs across multiple channels
In order to be successful, you bring:
A minimum of 3+ years of related experience directly supporting WFM program delivery
Ability to analyze data, formulate recommendations for successful strategies
Ability to proactively identify potential issues, evaluate the impact, create and implement a solution, and communicate the issue, steps taken, and results in a timely manner with appropriate parties
Knowledge of Call Center operations principles
Excellent customer service skills
Strong interpersonal and communications skills to work effectively with all levels of staff
Strong organizational/time management skills and multi-tasking abilities
Ability to prioritize and follow through