Workforce Management Coordinator

Description
As a Workforce Management Coordinator you'll impact the lives of everyday people and help them go from surviving to thriving with innovative digital personal finance solutions. A Workforce Coordinator is responsible for monitoring contact center staffing and workload on an ongoing real time basis. Candidates will need to work well under pressure as the team reacts quickly with solutions to staffing concerns as issues arise.
Join Achieve, change the futureAt Achieve, we're changing millions of lives. From the single parent trying to catch up on bills to the entrepreneur needing a loan for the next phase of growth, you'll get to be a part of their journey to a better financial future. We're proud to have over 2,700 employees in mostly hybrid or work from home roles across Arizona, California, and Texas and are strategically growing our teams to better serve our members. A career at Achieve is more than a job-it's a place where you can make a true impact, have a sense of belonging, establish a fulfilling career, and put your well-being first.
What you'll do:

• Track all elements of workload to determine if they are within acceptable ranges of the forecast and capacity plan. These include numerous interaction volumes, average handle times, and staff shrinkage.
• Identify any agent who is not in an available state at the start time of the assigned shift. Notify the team leader if the absence is unaccounted for.
• Answers the agent "call out" line to gather information on absences, tardies, and other scheduling changes. Enter these changes into the workforce management system.
• Identify and maintain compliance with any regulations, rules, or agreements that affect changes to personnel schedules such as application of overtime or offers of time off without pay.
• Manage the heart and dollar of FFN to ensure the client is serviced while keeping employee satisfaction in mind, all while managing costs effectively.
• Create reports at assigned intervals that show the current status of forecast versus actual workload, trend, planned versus actual agents available, and any changes that are needed for the rest of the day. Communicate this information out in writing along with an action plan to manage service levels the remainder of the day.
• Make real-time adjustments for team meetings, training, coaching, and other off-phone tasks as required.
• Work with individual requests for schedule changes within the day balancing center and agent needs. Refer agents to team leaders as needed to resolve the challenging situations.
• Identify opportunities for changes that will improve operations efficiency, consistency of results, and/or employee satisfaction.
• Work with Workforce Scheduling in effectively pre-planning trainings, team meetings, paid time off, etc.
• Perform other duties and responsibilities as assigned by WFM Leadership.

What you'll bring:

• Knowledge of contact/call routing, priority routing, conditional routing or passion to learn more.
• Demonstrated knowledge of computer basics including Microsoft Excel, Word, and PowerPoint. (advanced Excel and Genesys phone system knowledge a plus)
• Ability to communicate complex concepts effectively.
• Minimum of one year of experience working in a call center environment.
• Willing and able to work any shift and any day of the week.
• Ability to work independently as well as part of a group.
• Outstanding attendance.
• Willingness to learn workforce management concepts through formal methods as well as through independent study with books and online resources.
• Demonstrated ability to work in a fast paced environment.

Achieve well-being with:

• Hybrid and work from home opportunities
• 401 (k) employer match
• Medical, dental and vision with HSA and FSA
• Competitive and flexible PTO, including dedicated volunteer days
• Complete wellness support with access to Virgin Pulse, Ginger Health Coaching, and fitness discounts
• Up to $5,250 paid back to you on eligible education expenses
• Pet insurance for your furry friends
• Financial support in times of hardship with our Achieve Care Fund
• A safe place to connect with other employees through our six employee resource groups

Meet Achieve
Achieve is a leading digital personal finance company. We help everyday people move from struggling to thriving by providing innovative, personalized financial solutions. By leveraging proprietary data and analytics, our solutions are tailored for each step of our member's financial journey to include personal loans, home equity loans, debt consolidation, financial tools and education. Every day, we get to help our members move their finances forward with care, compassion, and an empathetic touch. We put people first and treat them like humans, not account numbers.
Attention Agencies & Search Firms: We do not accept unsolicited candidate resumes or profiles. Please do not reach out to anyone within Achieve to market your services or candidates. All inquiries should be directed to Talent Acquisition only. We reserve the right to hire any candidates sent unsolicited and will not pay any fees without a contract signed by Achieve's Talent Acquisition leader.