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Job Description
The Workforce Coordinator is responsible for controlling traffic across our voice, SMS, chat, and email channels. This role requires a functional understanding of IEX to manage skill prioritization, forecasting, and planning. You will be responsible for identifying call volume anomalies and escalating them to the Sr. Workforce Management Analyst. This person will ensure our skill matrices are updated properly and accurately along with regularly scheduled audits.
Responsibilities:
Maintain forecasts within the IEX platform to ensure they are accurate, up to date, and reflective of departmental averages.
Make strategic decisions regarding forecasts to update skill prioritization within IEX.
Process all skill changes and ensure the requested changes align with our overall objective.
Maintain the integrity of the Skill Matrices and conduct regularly scheduled audits.