Intraday Coordinator

Intraday Coordinator - Denver, CO

Intraday Coordinator, Denver, CO Responsible for working the Control Desk and maintaining awareness of intraday call volumes and service levels in all skills in a multi skill/multi site environment. Manages the absentee line, enters exceptions and notifies managers of absences. Monitors staff adherence real-time and reaches out to staff and management of non-adherence. Essential Functions: - Responsible for working the Control Desk to maintain awareness of intraday call volumes and service levels of all skills (i.e. KP emails, TTY, language lines and other contact center activities).Coordinating appropriate allocation and availability of call center staff in order to achieve company goals (KPI's). Has ongoing communication with the intraday team as well as the workforce management team throughout the day. Identify and respond immediately when service level concerns arise. Must be able to determine severity of the issue and respond accordingly. - Responsible for following up timely on all schedule alarms in real time adherence system and communicating with managers any adherence issues identified. - Responsible for managing absentee line, entering exceptions real-time and notifying managers of absences. - Responsible for documenting non-adherence in adherence log and communicating information with management. Qualifications: Basic Qualifications: - Minimum of 3 years of experience in a Customer Service or Health Care related field required. - Minimum of 3years in a workforce management multi site contact center role. - Knowledge of mainframe and/or Personal Computer database, word processing and statistical analysis software packages. - Knowledge of queuing theories and workforce forecasting and scheduling (e.g., eWFM, Verint/Blue Pumpkin), computer telephony integration (CTI), interactive voice response (IVR) units, and automatic call distribution (ACD). - Must have excellent communication skills, strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail. - High school diploma/GED. Preferred Qualifications: - Minimum of 3 years of experience in a Customer Service or Health Care related field required. - Minimum of 3years in a workforce management multi site contact center role. - Knowledge of mainframe and/or Personal Computer database, word processing and statistical analysis software packages. - Knowledge of queuing theories and workforce forecasting and scheduling (e.g., eWFM, Verint/Blue Pumpkin), computer telephony integration (CTI), interactive voice response (IVR) units, and automatic call distribution (ACD). - Must have excellent communication skills, strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail. - Bachelor's degree or equivalent experience preferred.