The Workforce Coordinator is responsible for controlling traffic across our voice, SMS, chat, and email channels. In addition to skill prioritization, forecasting and planning, this position includes identifying call volume anomalies and escalating it to the Sr. Workforce Management Analyst. This person will be required to ensure our skill matrices are updated properly and accurately along with regularly scheduled audits. They will work closely with the Sr. Workforce Management Analyst to continue to improve and optimize their forecasting practices. They will also be required to evolve with constantly changing business conditions as the business onboards new technology, partners, customer channels, work sites, and strategies.
Responsibilities:
- Maintain forecasts in WFM to ensure they are accurate, up to date, and are reflective of the departmental averages when systemic issues occur.
- Make strategic decisions regarding forecast to update skill prioritization.
- Process all skill changes and make sure the requested skill change aligns with our overall objective.
- Maintain the integrity of the Skill Matrices.
- Maintain open lines of communication with all levels of leadership. Communicate all pertinent information about day-to-day operations to the Sr. Workforce Management
- Analyst. Maintain requested contact with business partners.
- Conduct regularly schedule audits of the skill matrices.
- Identify call volume anomalies and escalate it to leadership
- Compare initial forecast to reality and identify opportunities for improvement.
Requirements:
- Bachelor’s Degree or 2+ years of call center experience including experience within roles requiring the management of complex enterprise level processes.
- 3+ years’ experience working within or directly with Workforce Management teams in an omni-channel environment, preferred.
- Excellent organization, above-average multi-tasking, and demonstrated ability to work in a team environment
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
