Quartz is growing! Our organization is excited to offer a professional opportunity for growth through the addition of a Work Force Coordinator role within our customer service call center. This critical position will be responsible for forecasting the call volume, scheduling staff and monitoring real-time activity to ensure optimum operational efficiency is achieved.
Manage the proactive day-to-day scheduling of staff within the call center; review and approve requests for discretionary activities such as vacations, trainings, meetings and overtime to maximize efficiency and occupancy while meeting department goals
Collect, analyze and report historical call center performance and agent performance statistics
Lead staffing review meetings with Supervisors and Management, to report on past call volume, call patterns and staffing patterns
Ensure service goals are met on a daily basis, and communicate any concerns and/or solutions
Provide monthly and other long-range forecasts consisting of required staffing levels to ensure service goals are met
Coordinate and communicate training requirements and impacts on staffing levels
Bachelor's Degree in Business preferred
1+ year(s) of experience forecasting and scheduling call center inquiry volume
Working knowledge of CISCO Agent Desktop Supervisor, Calabrio, and/or Workforce Manager preferred; working knowledge of Microsoft Office applications required.
Strong written and verbal communication skills
Ability to prioritize responsibilities and requests in a timely and accurate manner
Demonstrated understanding of operational performance indicators, metrics and expectations
Ability to schedule and coordinate department activities, identify training needs, and effectively respond to changes in the work environment
Bilingual candidates are encouraged to apply!
Applicants will have the choice of working full-time from one of our offices in Madison, Sauk City, or Onalaska, WI. Quartz offers an excellent benefit and compensation package, opportunity for professional growth and a professional culture built upon the foundations of Respect, Responsibility and Relationships.
Quartz values and embraces diversity and is proud to be an Equal Employment Opportunity, Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, gender identity or expression, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.
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