Remote Workforce Planner - Real-Time Scheduling & Analytics

Allied Benefit Systems, LLC; Chicago (IL); Remote; USD 28,000 - 30,000; Full time

Benefits offered by this job

Remote work option

Medical insurance

Dental insurance

Vision insurance

Tuition reimbursement

Job summary

Allied Benefit Systems, LLC is seeking a Workforce Coordinator to monitor real-time call center activity and optimize staffing for service level goals. The role focuses on intra-day adjustments, forecasting staffing needs, and collaborating with leadership to maintain high customer satisfaction.

The position is fully remote with a strong emphasis on Excel-driven analytics and scheduling software, supporting a flexible work environment while delivering consistent performance in a high-volume

Qualifications

• 1-2 years of call center experience required.
• Resource management experience in multi-channel call centers preferred.
• Heavy Excel experience required.

Responsibilities

• Monitor real-time contact activity and agent adherence.
• Collaborate with leadership on agent statistics and service levels.
• Backfill reporting functions and generate daily, weekly, monthly reports.
• Implement best practices to improve efficiency and performance.

Skills

Resource management

Excel

Communication

Customer service

Education

High school diploma

Tools

Nice inContact CX One

Job description

Allied Benefit Systems, LLC is seeking a Workforce Coordinator to monitor real-time call center activity and optimize staffing for service level goals. The role focuses on intra-day adjustments, forecasting staffing needs, and collaborating with leadership to maintain high customer satisfaction.

The position is fully remote with a strong emphasis on Excel-driven analytics and scheduling software, supporting a flexible work environment while delivering consistent performance in a high-volume