MAXIMUS Workforce Management Coordinator in Albany, New York

Workforce Management Coordinator is responsible for analysis of call volume trends and making recommendations on prioritizing agents skillsets and staffing requirements.

  • Skillset adjustment of agents as instructed by operations leadership or management including availability of agent to queue vs skillset and call back assignments.

  • Determine, document and escalate concerns on agent performance to supervisor and management.

  • Perform real time monitoring of agents and notification of unscheduled agents activities and adherence.

  • Monitor agent attendance line and make necessary adjustments in workforce management software to account for absences and late arrivals.

  • Update and maintain Agent information in various systems.

  • Conduct daily audits on agent historical schedule data.

  • Prepare agent reports and review trends in performance.

  • Perform clerical duties such as data entry, filing, clerical support, maintaining minutes from various meetings.

  • Performs other duties as may be assigned by management

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  • High school diploma is required; Bachelor’s degree from an accredited college or university in accounting, business administration or a closely related field preferred.

  • 3 years of experience.

  • Workforce Management, Production planning, scheduling or time and labor management knowledge or experience preferred.

  • Proficiency in Intermediate Microsoft Office Applications preferred.

  • Experience using Workforce Management software preferred.

  • Familiarity with Contracted project work preferred.

  • An understanding of enrollment and eligibility process preferred.

  • Previous experience within Health Insurance or Government contract environments preferred.

  • Proficiency in SQL and VBA preferred.

  • Workforce management certification preferred.

  • Strong analytical skills with the ability to identify, analyze and interpret problems and trends.

  • Skilled in evaluating information and presenting it in a logical manner to select audiences.

  • An understanding of call center metrics, terminology and business processes.

  • Excellent communication skills.

  • Experience in a Back office or Call Center environment.

  • Responsible for adhering to established safety standards.

  • Must be able to remain in a stationary position for an extended period of time.

  • Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds.

  • Work is constantly performed in an office environment.

A committed and diverse workforce is our most important resource.

MAXIMUS is an Affirmative Action/Equal Opportunity Employer.

MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Requisition ID: 2017-27005

External Company URL: www.maximus.com

EEO Statement: A committed and diverse workforce is our most important resource.

MAXIMUS is an Affirmative Action/Equal Opportunity Employer.

MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.