WFM Coordinator - Onsite in Deland, FL

Sitel Corp.; DeLand (FL); On-site; USD 21,000 - 26,000; Full time

Job summary

Foundever is seeking a Workforce Analyst to support long-range planning and real-time performance analysis in DeLand, FL. You will prepare statistical reports, analyze trends, and coordinate with management to improve data collection and scheduling efficiency.

The role requires a High School diploma or equivalent and 1–2 years of related experience. Proficiency with workforce management software and strong attention to detail are essential.

Qualifications

• High School diploma or equivalent required.
• One to two years’ experience; or any equivalent combination of related training/education and experience required.

Responsibilities

• This position assists with long range planning and on-going analysis of real time performance and the determination of alternative plans when necessary.
• Prepare statistical and narrative reports and recommendations and participate in the analysis and interpretation of data as appropriate.
• Collect, read, analyze, interpret, and summarize data in preparation & generation of statistical and analytical reports.
• Act decisively to solve account specific/individual issues related to data generation/analysis/interpretation
• Maintain collection and tracking of relevant data.
• Maintain appropriate records of contacts and results daily.
• Compile data and analyze past and current trends.
• Interact/Coordinate with management in an organized manner resulting in effective data collection and analysis.
• Work in accordance with the rules, roles and responsibilities set/specified by immediate supervisors.
• Deliver reports on time as requested by the client and/or management.
• Manage achievement of client performance objectives.
• Create and Maintain agent level schedules and attendance reporting.
• Proficiently understands and utilizes workforce management software.
• Monitor RTA and discuss any real-time adjustments to the schedule and/or demand routing changes that need to be made.
• Confirms schedule adherence ensuring optimal service levels and occupancy and performance target achievement.
• Maintains system access and profiles.
• Determines effective base to flex schedule ratios for each line of business or client.
• Prepares and presents informational seminars to groups of twenty or more instructing on the use and importance of tools for scheduling requirements, PTO requests, and exception management.
• Monitors and manages site activities to support service level agreements.
• Performs ongoing adjustments of schedule to meet training, policy notification, meetings, and coaching opportunities.
• Develops and updates as necessary process documentation on workforce management for auditing purposes.
• Develops initiatives to drive continuous improvement.
• May perform other additional duties and responsibilities as assigned

Education

High School diploma or equivalent

Tools

Workforce management software

Job description

Deland, Florida, United States of America

Job Description:

About Us

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever® combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.

Winner of Comparably’s Award for Best Global Culture in 2024, 2023, 2022 and 2021

Gold Stevie Award Winner for Great Employers in 2024 and 2022

We foster an exciting culture of creativity, connection, and commitment

Read more about our culture: Foundever® Stories.

Summary of Responsibilities:

This position assists with long range planning and on-going analysis of real time performance and the determination of alternative plans when necessary.

Prepare statistical and narrative reports and recommendations and participate in the analysis and interpretation of data as appropriate.

Collect, read, analyze, interpret, and summarize data in preparation & generation of statistical and analytical reports.

Act decisively to solve account specific/individual issues related to data generation/analysis/interpretation

Maintain collection and tracking of relevant data.

Maintain appropriate records of contacts and results daily.

Compile data and analyze past and current trends.

Interact/Coordinate with management in an organized manner resulting in effective data collection and analysis.

Work in accordance with the rules, roles and responsibilities set/specified by immediate supervisors.

Deliver reports on time as requested by the client and/or management.

Manage achievement of client performance objectives.

Create and Maintain agent level schedules and attendance reporting.

Proficiently understands and utilizes workforce management software.

Monitor RTA and discuss any real-time adjustments to the schedule and/or demand routing changes that need to be made.

Confirms schedule adherence ensuring optimal service levels and occupancy and performance target achievement.

Maintains system access and profiles.

Determines effective base to flex schedule ratios for each line of business or client.

Prepares and presents informational seminars to groups of twenty or more instructing on the use and importance of tools for scheduling requirements, PTO requests, and exception management.

Monitors and manages site activities to support service level agreements.

Performs ongoing adjustments of schedule to meet training, policy notification, meetings, and coaching opportunities.

Develops and updates as necessary process documentation on workforce management for auditing purposes.

Develops initiatives to drive continuous improvement.

May perform other additional duties and responsibilities as assigned

EDUCATION and/or EXPERIENCE:

High School diploma or equivalent required. One to two years’ experience; or any equivalent combination of related training/education and experience required.

Salary Range

The base pay range for this position is up to $18.79 per hour; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience.

Pre-employment Requirements:

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.

Foundever® is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.