Performant Corporation is an Equal Opportunity Employer (Minorities/Females/Disabled/Veterans).

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Production Workforce Coordinator
Job Code:2018-80-4-027
Location:San Angelo, TX
Status:Regular Full Time

The focus of the Workforce Coordinator is to perform clerical duties such as review and process various types of transactions, conduct data validation, data entry, and/or other process type functions for client’s accounts.  Specific processes and procedures for the position will be dependent upon individual client assignment. 

The essential functions for the position include:

Job duties include, but are not limited to the following:
•Responsible for daily analysis of call volumes, monitoring and adjusting staff resources to meet inbound demands and performance goals
•Utilizes forecasting tools to assist with analyzing real time staffing requirements needed to meet service level objectives
•Responsible for making real time forecasting and scheduling decisions to ensure that the Contact Center service level goals are met
•Ensures optimal resource planning, scheduling and identifying new schedule methods, strategies and opportunities
•Prepares updates and creates necessary reports to ensure contact center goals and objectives are accomplished
•Serves as a subject matter expert and work force management liaison for the operations and leadership teams to ensure consistent business goals are achieved
•Convert contact forecasts into estimated staffing needs and recommend hiring plans for all contact centers. Present forecasts and recommend staffing plans to contact center leaders. Partner closely with leaders to refine forecasts and plans
•Analyze trends and key metrics to make recommendation to optimize call times and efficiency performance
•Works with contact center management and leadership to support the call center as well as adhere to departmental standards and goals
Required Skills and Knowledge:
To perform this job successfully, an individual must be able to perform each essential function satisfactorily.
Below are representative of the knowledge, skills, and abilities required.
•Knowledge of call routing best practices into staff planning and forecasting
•Excellent knowledge of Workforce Management applications, technologies and key performance indicators
•Expert knowledge and understanding of workforce planning programs and principles
•Demonstrated skills in all phases of workforce planning, forecasting and Intra-day functions
•Ability to build effective working relationships with internal departments
•Ability to work with and influence all levels of management
•Ability to react quickly and take advantage of changing business conditions in real-time
•Highly motivated, creative, self-sufficient and able to operate effectively without close supervision
•Passion for excellence, strong work ethic and solutions-oriented
•Fast learner with an entrepreneurial spirit
•Strong analytical and problem-solving capabilities and attention to detail with an ability to organize, prioritize and multitask effectively
•Very strong verbal and written communication and presentation skills along with ability to maintain composure and remain articulate under pressure
•Must have flexible work hours and be available as required by business operations
•Must reflect the goals and philosophy of the company

Education and Experience:

• 6 to 12 months of relevant experience demonstrating requirements for the job.
• High School diploma or GED.
Physical Requirements:
Job is in a busy standard office environment with moderate noise level, sits at a desk during scheduled shift, may make and return calls using an office phone system; views a computer monitor, types on a keyboard and uses a mouse. Reads and comprehends information in electronic (computer) or paper form (written/printed). 
• Sit/stand 8 or more hours per day; reach as needed to use office equipment.
• Consistently viewing a computer screen and types frequently, but not constantly, using a keyboard and mouse. 
• May only occasionally lift/carry/push/pull up to 10lbs.

Other Requirements:
• Must submit to and pass background check. 
• Must not have any Federal or State liens resulting from County, State or Federal tax issues.
• Must not have any current defaulted student loans.
• Must be able to pass a criminal background check; must not have any felony convictions or specific misdemeanors. 
• Performant is a government contractor. Client assignment for this position may require additional background and/or clearances.
• Must submit to and pass drug screen.
This Job Profile is subject to change at any time.

Performant Financial Corporation is an Equal Opportunity Employer. Performant Financial Corporation is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, religion, gender, gender identity, sexual orientation, pregnancy, age, physical or mental disability, genetic characteristics, medical condition, marital status, citizenship status, military service status, political belief status, or any other consideration made unlawful by law.