Workforce Coordinator (IEX Required)

The Workforce Coordinator is responsible for controlling traffic across our voice, SMS, chat, and email channels. This role requires a functional understanding of IEX to manage skill prioritization, forecasting, and planning. You will be responsible for identifying call volume anomalies and escalating them to the Sr. Workforce Management Analyst. This person will ensure our skill matrices are updated properly and accurately along with regularly scheduled audits.

Responsibilities:

• Maintain forecasts within the IEX platform to ensure they are accurate, up to date, and reflective of departmental averages.

• Make strategic decisions regarding forecasts to update skill prioritization within IEX.

• Process all skill changes and ensure the requested changes align with our overall objective.

• Maintain the integrity of the Skill Matrices and conduct regularly scheduled audits.

• Maintain open lines of communication with all levels of leadership regarding day-to-day operations.

• Identify call volume anomalies and escalate to leadership.

• Compare initial forecast to reality and identify opportunities for improvement.

• Evolve with changing business conditions as the organization onboards new technology and customer channels.

Requirements:

• Mandatory: Minimum of 2 years of hands-on experience using IEX for workforce management tasks. Candidates with no prior IEX experience will not be considered for this role.

• Bachelor’s Degree or 2+ years of call center experience including experience within roles requiring the management of complex enterprise level processes.

• 3+ years of experience working within or directly with Workforce Management teams in an omni-channel environment preferred.

• Excellent organization, multi-tasking skills, and a demonstrated ability to work in a team environment.

• Must be comfortable working overnight schedules.

Who We Are:

Welcome to arrivia. We specialize in making brands better through the power of travel. With more than 55 years of combined experience, we’re a merger of three powerhouse brands (in case you’ve heard of us in the travel industry) combining ICE, SOR Technology and WMPH Vacations. With offices on both coasts of the US and around the world, we embrace diversity and a passion for travel across our global staff.

We’re focused on building a customer-first culture, fueled by the best travel experiences for all our members at every point in their journey. Grow with us, as we continue our path to deliver innovative solutions and take charge of change. The adventure is only beginning. We’re on a mission to help people around the world travel better and experience more. Our team members bring world-class skills to the table to create extraordinary memories for our partners and members.

Our Core Values:

Here at arrivia we…

• Stay Curious - Explore new challenges and make space to learn, grow and improve
• Keep it Real - Earn trust through open, honest and clear communication
• Own it - Seek ways to make an impact and take action.
• Win Together - Create a culture of connection and inclusion where everyone can be their best