Workforce Coordinator

HD Supply; New Braunfels (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

HD Supply is seeking a Workforce Management professional to assist in day-to-day call center operations in support of Workforce Planning Analysts. You will help process time off requests, answer associate inquiries, monitor workloads, balance resources to meet service levels, and assist with center reporting and scheduling.

In this role you will coordinate real-time staffing, ensure proper coverage, and generate reports for assigned areas.

Qualifications

• Previous call center experience preferred.
• Workforce management experience preferred.
• HS diploma or GED required or strongly preferred for consideration.

Responsibilities

• Coordinates real-time management of workloads and resources for the center.
• Schedules associate time off for training, meetings, and other business purposes.
• Provides daily reports and verifies labor hours and scheduling accuracy.

Skills

Call center experience

Workforce management

Education

High school diploma or GED

Job description

Preferred Qualifications

• Previous call center experience.
• Workforce management experience.

Job Summary

Responsible for assisting in managing day-to-day operations based upon plan set by Workforce Planning Analysts to include processing time off requests, answering associate inquiries, etc. Monitor daily incoming workloads and balance resources to meet service level objectives and assist with managing associate schedules. Support call center reporting, allocation and other call center technologies.

Major Tasks, Responsibilities, and Key Accountabilities

Coordinates real-time management of workloads and resources for the center. Schedules associate time off the phones for training, meetings, and other business purposes. Ensures all system coverage is maintained and scheduled. Provides daily reports for assigned areas within the contact centers. Verifies contingent labor hours and corrects discrepancies. Performs other duties and projects as assigned.

Nature and Scope

Refers complex, unusual problems to supervisor. Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, and techniques. Work typically involves regular review of output by a senior coworker or supervisor. None.

Work Environment

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. No travel required.

Education and Experience

HS Diploma or GED strongly preferred. Specialized skills training/certification may be required. Generally 2-5 years of experience in area of responsibility.

Our Goals for Diversity, Equity, and Inclusion

We are committed to creating a culture that promotes equity, respect, and advocacy for every HD Supply associate. We value the diversity of our people.

Equal Employment Opportunity

HD Supply is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.