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 Call Center Coordinator

Location: Olivette, Missouri

Description

Since 1986, HDIS has been taking care of our customers’ needs in a much simpler fashion. We are unique because, unlike most mail order medical supply companies, we specialize in making the lives of our customers a little easier.  As a “business family” we are dedicated to the well-being of our customers; and a culture that fosters offering the same compassion and caring to our customers that we offer to members of our own families.

For six years in a row (2012-2017), HDIS is honored to be a St. Louis Post-Dispatch Top Workplaces award winner!

HDIS is searching for a Workforce Management Coordinator to add to our award-winning team. They will work with the Customer Care Operations Manager in all aspects of managing the responsibilities for the department including contact center traffic management and reporting, system set up and configuration changes, workforce planning/alignment/in-day adjustments, and service level management for all inbound and outbound call activity.  The specific requirements include:

  • Full-time; typically work 10:30am - 7:00pm Monday-Thursday, 8:30am 5:00pm Friday, and maintain a Saturday/Sunday rotation; may require availability any time during the span of Contact Center operational hours, 7:30am-7:00pm Monday - Friday and Saturday-Sunday shifts
  • demonstrating a detailed understanding of all contact center dynamics, concepts, tools, and systems
  • demonstrating excellent critical thinking skills, with great knowledge, anticipation and decision-making relative to forecast call volumes, effective creation and management of schedules, and development and adjustments of daily operations plan
  • demonstrating effective communication skills: verbal and written; organizational and interpersonal; with front line staff and all business stakeholders 
  • exhibiting the highest of standards relative to HDIS Core Values; showing care and compassion for customers and employees alike, while also producing results that contribute to the growth and health of the HDIS business 

Specific duties and responsibilities of the position include but are not limited to:

Work Force Management

  • Create daily, weekly and monthly base schedules and forecasts by analyzing demand
  • Create and maintain WFM process and procedure documentation
  • Compile, track, and analyze inbound workload drivers, integrating into model to improve scheduling accuracy and understand impacts from various business strategies
  • Creating and maintaining all Call Center schedules (shifts, in-services, training, lunch, etc.), and other all Center operations
  • Managing Department calendars as pertains to extra projects and rep time off the phones
  • Seek areas to improve production to fully utilize staff, develop plans and implement follow-up with measurements and adjust for success

Active Management

  • Monitors call center activities to ensure services are provided to customers on a timely basis
  • Provides guidance and assistance to the Call Center staff in problem resolution; serves as back up for the Help Desk
  • Assists in developing and administering Command Center policies and written standard operating procedures; prepares training manuals and other materials
  • Responsible for the successful planning and execution of daily call center operations
  • Accountable for achieving all Service Levels, Outreach hours, connects, Chat, sales and service objectives for Care, Medicaid, Physicians and Account Management
  • Diligently monitor Cisco system and manage all call center related functions
  • Responsible for development of new Queue’s and Campaigns  across all call center functions
  • Perform facility opening and closing procedures
  • Perform duties for “Saturday and Sunday Manager” role
  • Lead by example with outstanding attendance, positive behavior and focus throughout each day
  • Be highly visible and available to help when needed

Communication

  • Responsible for communicating overall performance of the employees as pertains to their production goals to Supervisors
  • Point of contact for Phone representatives needing assistance with System related issues and communicate to IT Helpdesk
  • Be timely, clear and concise with communications to Management.  Provide regular updates on Department and Team performance
  • Keep IT and management informed of area activities and significant problems
  • Conduct bi-weekly one on one’s with management to review key performance goals
  • Maintain a high degree of confidentiality pertaining to team member and customer situations

Call Center Workforce & Traffic Coordinators serve as an example for other department members to strive towards and will uphold the culture of HDIS including relationship building with customers as well as general behavior on HDIS premises or at other HDIS sponsored events. 

Required Experience or Background:

  • Outstanding attendance is an absolute must in this position
  • Demonstrate excellence and full proficiency of all Microsoft products including Excel and Word
  • Strong analytical skills in call volume, employee workloads, and staffing optimization
  • Able to use computer applications, adding machine, telephone, PC, copier, fax machine and other basic business machines
  • Demonstrates ability to identify and solve process challenges through training, analysis of performance metrics, and use of advanced optimization techniques
  • Attention to details and accuracy along with strong organization skills
  • Ability to understand complex information, action and communicate appropriately
  • Monitoring and providing in-day results
  • Able to remain calm during stressful situations, including interpersonal conflicts between team members  
  • Strong written and verbal communication skills
  • Able to work independently and within a team with little supervision
  • Cooperative and willing to assist others

Preferred background would include:

  • Prior Workforce Management experience
  • Prior Contact Center Supervision experience
  • Experience with WFO tools
  • Experience with Cisco platform
  • Experience and comfort level using Microsoft products including Excel and Word
  • Prior experience in a Command Center role, a definite plus
  • Prior experience with oral and written communication and the ability to interact effectively at all levels

If you are ready for a rewarding career in helping people, HDIS would love to speak with you!  

APPLY NOW!