The person in this role will utilize Workforce Management (WFM) skills to ensure LSA meets its scheduling and staffing goals, while also complying with all LSA policies. The person in this role will ensure that LSA's Call Center resource schedules are aligned to provide the best customer experience for our clients. They will help to manage and monitor the support strategy for a dynamic, service-centric environment focused on the mission of "We Help People."Responsibilities- - Utilize the WFM tools to prepare, organize and monitor work schedules for customer service teams, including but not limited to: Coordinators, International Coordinators, and scheduled Interpreters.
- Ensure optimized scheduled coverage aligns with forecasted requirements across all shifts in a 24x7x365 environment.
- Work closely with both internal employees and independent contractors as well as possible external agencies.
- Manage breaks, PTO scheduling, and plan for attrition to meet staffing requirements
- Exercises independent judgment in determining appropriate staffing levels to address fluctuations in business volume. Also assists with intraday management and monitoring, including making schedule adjustments, identifying emerging impacts to coordinator and interpreter staffing levels
- Assist with coordinating required meetings and training time for the covered resources. This will include coordinating with leaders from Call Center teams.
- Maintain proactive communication with the WFM Team and Call Center leadership regarding schedule related issues and potential skill/staffing vacancies.
- Assist the HR department in various ways due to the relationship and responsibilities between the roles. This includes but is not limited to. ID generation, onboarding needs, etc
- Assist with monitoring, reporting, and trending needs related to coordinators and interpreter resources
- Additional duties as assignedRequirements- - 3+ years in a contact center environment
- Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide-ranging audience
- Ability to work independently in a fast-paced environment
- Critical thinking and analysis
- Technology use, monitoring and control
- Reasoning, problem-solving and ideation