Intraday Coordinator

at Enterprise Holdings EAN Services, LLC

Saint Louis, MO

Posted on Nov. 16, 2016

Full Time

Equal Opportunity Employer

The St. Louis Contact Center for Enterprise Holdings, EAN Services, LLC currently has an opening for an Intraday Coordinator. An Intraday Coordinator is responsible for actively monitoring and optimizing service levels, schedule adherence and overall productivity of the Contact Center. These Coordinators route calls to various phone representatives and work with upper management to ensure that the stated goals are met.

We are looking for a team player with a proven work ethic who can bring added value to the department in the form of superior customer service. Our ideal candidate is highly detail-oriented, organized, and able to consistently meet deadlines while producing accurate results. We are looking for extremely reliable individuals who can adapt to change, absorb and apply new information, and who have the determination to learn detailed processes.

The schedule will be Sunday-Thursday between the hours of 7a-6p.

The starting pay is $15.90 per hour.

- Analyze trends, including call volume, call patterns, staff productivity, workforce hours, and use results to accurately allocate resources to meet daily goals based on established guidelines
- Communicate professionally workforce management policies and procedures to all levels of group employees accurately and effectively
- Measure and analyze workforce data and objectives to ensure efficiency and productivity
- Prepare daily/weekly/monthly and ad hoc reports as necessary for management
- Maintain open communication and assist with escalated issues from WFM Coordinators, Payroll and HR
- Provide intraday reporting of service levels, monitor real time adherence, low phone volume (LPV), and additional hours; communicate with employees
- Create and manage tickets in appropriate systems, ensuring accurate documentation
- Evaluate and process time off requests, offer flex, switch options, and update schedules accordingly
- Apply company policies and procedures to resolve routine issues
- Respond to requests for skills changes, meeting and schedule adjustments
- Perform other job-related duties as assigned
- Maintain a regular and reliable level of attendance and punctuality

Knowledge/Skills/Abilities:
- Excellent understanding of business performance and impact on contact center trends (i.e. impact of call ins, service levels and occupancy)
- Basic in Microsoft Office Applications (Excel, Access, Word and Outlook)
- Working knowledge of contact center technology
- Strong organizational, written and verbal communication skills
- Proven ability to work independently and with others
- High level of professionalism
- Ability to provide prompt and accurate documentation
- Ability to perform in a fast paced, changing environment
- Strong attention to detail with a high level of accuracy
- Acute sense of urgency
- Ability to analyze and interpret data
- Ability to handle multiple projects and tasks
- Ability to make recommendations and solve problems while working under pressure
- Ability to work under supervision
- Ability to work with others to resolve problems, handle requests or situations
- Ability to work flexible hours
- Ability to work in a multi-cultural environment

- Must not require work authorization sponsorship from our company for an employment-based permit or other work authorization document
- Must be at least 18 years old
- Must have a 2 year Associates or Technical degree or higher
- Minimum 1 year of continuous work experience at the same employer
- Must have experience working on a personal computer (PC) with the ability to navigate through computer systems and screens
- Basic experience with Microsoft Office Applications (Excel, Access, Word and Outlook) required (advanced experience preferred)
- Working knowledge of call center technology (i.e. phone systems, thin clients and PC's) preferred
- Understanding of call center performance measurements (i.e. service levels and abandon rates) preferred
- Experience with Workforce Management applications (i.e. IEX, Webstation and Workbrain) required
- Must be able to work 40 hours per week
- Must be able to work a schedule of Sunday-Thursday between the hours of 7a-6p

If interested, please apply online at http://track.tmpservice.com/ApplyClick.aspx?id=2407249-2781-1554

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