Kaiser Permanente Workforce Management Intraday Coordinator in Denver, Colorado
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 real time exceptions and assists with the absentee line, enters exceptions and notifies managers of absences and real time deviations. Monitors staff adherence real-time and reaches out to staff and management of non-adherence.
Responsible for working the Control Desk to maintain awareness of intraday call volumes and service levels of all skills (i.e. KP emails, 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 Coordinator Senior 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 assisting with absentee line and real time exceptions, entering exceptions real-time and notifying managers of absences and deviations.
Responsible for documenting non-adherence in adherence log and communicating information with management.
Validate contact center phone numbers and language lines daily. Identify when workforce management systems are down and follow up with Information Technology for timely resolution.
- Minimum three (3) years of experience in a customer service and or contact center role.
- High School Diploma or General Education Development (GED) required.
License, Certification, Registration
Knowledge of queuing theories and workforce forecasting and scheduling (eg; eWFM, Verint/Blue Pumpkin, Genesys), computer telephony integration (CTI), interactive voice response (IVR) units, and automatic call distribution (ACD).
Proficient with mainframe or personal computers and Microsoft Office applications.
Excellent communication skills, strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.
One (1) year of experience in a similar workforce management role.
Associates degree in business administration, healthcare, or related field preferred.
TITLE: Workforce Management Intraday Coordinator
LOCATION: Denver, Colorado
External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.