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WORKFORCE COORDINATOR

Home Depot


Location:
Atlanta, GA
Date:
03/23/2017
Job Code:
106068
Apply on the Company Site
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Job Details

WORKFORCE COORDINATOR - Atlanta GA 30308 Skip Navigation
Job Details

WORKFORCE COORDINATOR (106068)

GA - Atlanta

  • Date Posted: Mar 15, 2017
  • Company: The Home Depot
  • Travel: None
  • Functional Area: Human Resources
  • Position Type: Full-Time
  • Relocation Provided: No




Position Description:
POSITION PURPOSE
The Workforce Coordination will work closely with the Workforce Analyst and Workforce team to assist in the on-going day-to-day monitoring of schedule adherence and call wait times to ensure that service level agreeements are maintained.

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES

  • 60% - Monitor real-time service levels for multiple skills and groups using Avaya CMS and a Workforce Management software. Communicate and follow-through with Center Management to decrease wait times and abandon rates. Proactively recognize intraday call trends and report any changes. Change individual skill settings and priorities as needed. Make recommendations to improve schedule efficiencies. Make recommendations to improve workforce processes. 
  • 40% - Pull adherence daily reports. Approve and update adherence exceptions in workforce management software using existing processes. Communicate non-adherence issues to Center Management. Retrieve messages from centralized attendance line and forward to appropriate individuals. Update attendance occurrences in database and in workforce management software. Pull system report(s). Assist with time-off approval process.
NATURE AND SCOPE
Typically reports to Workforce Manager
No direct responsibility for supervising others
ENVIRONMENTAL JOB REQUIREMENTS
Environment:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel:
Typically requires overnight travel less than 10% of the time.
Additional Environmental Job Requirements:


ESSENTIAL SKILLS:
MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:

Education Required:
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.
Years of Relevant Work Experience: 2 years
Physical Requirements:
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.
Additional Qualifications:

  • Knowledge of Call Routing and/or Workforce Software, such as Blue Pumpkin, Avaya CMS or Witness.
  • Should be flexible and willing to assist with challenging tasks.
  • Should have sound judgment and can make recommendations based on relevant data.
  • Should have strong communication skills to work with a variety of individuals.
Preferred Qualifications:
  • Call Center experience 
  • Workforce Intraday/Real-Time Management experience 
  • Workforce scheduling experience
Knowledge, Skills, Abilities and Competencies:
  • Should be flexible and willing to assist with challenging tasks.
  • Should have sound judgment and can make recommendations based on relevant data.
  • Solid communications and interpersonal skills; ability to develop effective business relationships and build consensus.


We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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