Workforce Management Coordinator
OtterBox 42 reviews - Fort Collins, CO

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The Basics: OtterBox is constantly striving to improve in all aspects, keeping the customer at the focus of all we do, and creating an exceptional customer experience. This role will help ensure superior customer care through the facilitation of workforce management and planning for effective customer support. This will include monitoring workloads and determining staffing requirements. We need a real rock-star to conquer this role, are you up for it?

What You’ll Do (but not limited to):
• Work within the workforce management tool to schedule adequate resources for the customer service department needs
• Forecast requirements for various forms of customer contact, including phone, chat, SMS, social media, emails and other forms of call center technology
• Analyze and compile efficient seating chart
• Complete queue management
• Run reports on agent adherence
• Process exactions and address questions from agents
• Trouble shoot and provide insightful solutions to enhance operations
• Additional responsibilities as needed

What You’re Made of: Communication skills, conflict management, decision quality, listening, organizing, planning, and problem solving

What You Need (but not limited to):
• 2 years minimum analytics and reporting experience or
• 2 years minimum call center workforce management experience
• Demonstrated analytical skills
• Strong ability to manipulate statistical data with accuracy, including evaluation and analysis
• Proficient in Microsoft Office®, CRM systems and ability to quickly learn new programs
• Exceptional talent for working with numbers without error
• Demonstrated principles of customer service
• Accepts and fosters change

About this company
42 reviews
Otter Products' products keep your precious electronic devices safe and dry. The company, which goes by OtterBox, makes about 170 models of...