Intraday Coordinator

				Overview:

The Contact Center for Enterprise Holdings, EAN Services, LLC currently has an opening for a work from home Intraday Coordinator in our Workforce Management Department.  An Intraday Coordinator is responsible for actively monitoring and optimizing daily operations of the Contact Center. This includes actively monitoring service levels, schedule adherence, and overall productivity for our work from home employees. 

Our ideal candidate is a team player with a proven work ethic and an understanding of call center technology and performance metrics, who can bring added value to the department in the form of an analytical mindset and superior customer service. They are highly detail-oriented, organized, and able to consistently meet deadlines while producing accurate results. This individual thrives on using their problem solving abilities and resolving complex challenges. We are looking for an extremely reliable individual who can adapt to change, absorb and apply new information, and who have the determination to learn detailed processes.

This is a work from home position, must be living in Salt Lake City, UT.

Training for this position would be virtual and take place Monday-Friday from 8am-5pm CST for three weeks. The schedule for this position is between 7am-7pm CST, working one weekend day with a start time between 7am-10am CST.

The starting pay is $16.15 per hour.

As you are considering a position with Enterprise Holdings, we invite you to learn more about our business. Today - and every day - the safety and wellbeing of employees, customers and the communities we serve is our top priority. For the latest on our COVID-19 response, please click here.

Responsibilities:

* Monitor real-time performance and service levels to make staffing decisions based on business need
* Communicate accurately and professionally regarding Workforce Management processes 
* Measure and analyze workforce data and objectives to ensure efficiency and productivity
* Maintain open communication and assist various teams such as HR/Payroll with requests
* Provide intraday reporting of service levels, monitor real time adherence, voluntary time off (VTO), and additional hours; communicate with employees
* Create and manage tickets in appropriate systems, ensuring accurate documentation
* Evaluate and offer schedule change options (flex/switch) and update schedules accurately
* Apply company policies and procedures as well as application knowledge research and resolve issues for employees
* Accurately process and response to requests for skills changes, meeting and schedule adjustments
* Prepare daily/weekly/monthly and ad hoc reports as necessary for management
* Seek to improve job performance through self-assessment, skill development, training and goal setting. 
* Perform other job-related duties as assigned
* Maintain a regular and reliable level of attendance and punctuality

Knowledge/Skills/Abilities:

* Excellent understanding of business performance and impact on contact center trends (i.e. impact of call ins, service levels and occupancy)
* Working knowledge of contact center technology
* Strong written and verbal communication skills

* Ability to provide prompt and accurate documentation
* Strong time management and organizational skills
* Ability to follow and communicate detailed processes and procedures
* Ability to make recommendations and solve problems while working in a multi-cultural and fast-paced changing environment
* Ability to handle multiple projects and tasks with a sense of urgency
* Proven ability to work independently and with others, and under supervision
* High level of professionalism
* Ability to work flexible hours

Equal Opportunity Employer/Disability/Veterans

Qualifications:

* Must currently live in the state of Utah
* Must currently live in Salt Lake City, UT. 
* Must not require work authorization sponsorship from our company for an employment-based permit or other work authorization document 
* Must be at least 18 years old
* Highschool Diploma of GED required
* Bachelor's Degree with focus in Business Administration/Management, Mathematics, or Statistics preferred
* 1 year experience with Workforce Management applications (i.e., Verint or  NICE IEX/Webstation) preferred
* Business Analysis experience preferred
* Basic experience with Microsoft Office Applications (Excel, Access, Word and Outlook) required (advanced experience preferred)
* Understanding of business concepts
* Must have experience working on a personal computer (PC) with the ability to navigate through computer systems across screens. 
* Must be able to work 40 hours per week
* Must be able to work a schedule between 7am-7pm CST, working one weekend day with a start time between 7am-10am CST.
* Must accept a starting pay of $16.15 per hour

Work From Home Technical Requirements:

* Must have a computer/PC (No Macs or Chromebooks) with compatible Operating System (OS) versions: Windows 8, 8.1, or Windows 10
* Must have a computer USB headset with microphone to be used during training
* Must have a stand-alone router with gigabit speed connection via Ethernet cable and separate modem
* Must have reliable and consistent, high-speed internet access provided by a cable or fiber provider (No DSL, satellite, or wireless broadband)
* Minimum upload speed of 2mbps and minimum download speed of 5mbps
* Use of wireless, hotspot, or Wi-Fi "air cards" is prohibited. 

*Please be sure to verify that your mailing address in our system is an address where you can receive equipment, ensuring there are not delays in receiving your equipment. Make sure you add the apartment number (if any). PO Boxes are not supported, and we must have a physical address for you to receive your equipment.

*Enterprise reserves the right to verify that your PC and internet meets or exceeds these requirements. *
			

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