WFM Coordinator I - Customer Service

Department Purpose

• Responsible for real-time/intraday management of voice, chat, and email internal and external agents to optimize interval level service level and occupancy.

Job Purpose

• Maintain a holistic view of staffing needs of voice, chat, and email lines of work throughout the day.
• Adjust plans inside the day to optimize service level and occupancy.
• Lead action plan discussions with partnerships and managers, and measure implementation of agreements.
• Keep internal and external workforce management and operations stakeholders aware of the performance and challenges to a line of work's service level and occupancy.

Duties and Responsibilities

• Monitors and understands actual versus forecasted service level and occupancy performance in assigned environments.
• Uses exemplary analytical thought and decision-making in adjusting plan(s) to optimize service level and occupancy.
• Leads discussions regarding plan adjustment(s), secures commitments to plan deliverables, monitors plan effectiveness, and adjust the plan as needed.
• Communicate with internal and external stakeholders the current performance, adjustments being implemented, and forecasted environment service level and occupancy performance.
• Elevates service level and occupancy challenges appropriately.
• Utilizes available toolsets to adjust forecasted staffing levels.
• Utilizes available toolsets to monitor and alert on core workforce management key performance indicators presenting a risk to deliverables.
• Communicates end-of-day performance, challenges, actions pursued, and effectiveness of actions to internal and external stakeholders.
• Liaison with WFM Coordinator II to strengthen future planning efforts.
• Represents Gannett in all activities.
• Autonomous in decisions to revise plans.
• Remains receptive to feedback leveraged to inform future business decisions.

Qualifications

State the minimum qualifications required to successfully perform the job. These are the qualifications that are necessary for someone to be considered for the position.

Required Qualifications include:

• Bachelor's degree or equivalent work experience
• Understanding of fundamental workforce management key performance indicators
• Ability to derive and implement effective action plans based on analytical analysis of data
• Self-starter who can multi-task and thrive in a high-stress environment
• Ability to communicate effectively, succinctly orally and in writing
• Ability to demonstrate critical thinking, teamwork, time management, strategizing, and decision-making
• Proficiency in Microsoft Excel, Word, and PowerPoint

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We offer an energized, passionate team within a fun & flexible workplace. We offer competitive compensation with uncapped incentives and world-class benefits, including comprehensive Health, Dental, and Vision coverage, 401(K), Paid Time Off, and more.