Services Workforce Coordinator
Posted on: 3 Apr 2021
Atlanta, GA
Job Description
POSITION PURPOSE
The incumbent is responsible for supporting the Workforce Management process in the Customer Contact Center through the collection of exception information, entering of this information into the Kronos & Workforce Management system, and recordkeeping/file retention of all related documentation. Additionally this position supports the Contact Center management team by providing daily workforce capacity data and information as necessary.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
20%-Enters Associate schedule exceptions into the Workforce management system to aide in the proper management and evaluation of contact center call handling resources
15%-Also enters exception data into Kronos to document time off, missed punches, or other time clock exceptions for Contact Center associates.
15%-Runs reports from Kronos & Workforce Management system as needed to support the Contact Center.
20%-Maintains records and files to support Kronos & Workforce management entries.
15%-Provides real time feed back to Contact Center management with regard to individual associate scheduling information
15%-Administers all Schedule and Shift Changes within the Customer Contact Center Administers all Schedule and Shift Changes within the Customer Contact Center
NATURE AND SCOPE
Position Reports to Workforce Supervisor
Number of Direct Reports: 0
ENVIRONMENTAL JOB REQUIREMENTS
Environment:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable
Travel:
Typically requires overnight travel less than 10% of the time.
MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Years of Relevant Work Experience: 4 years
Physical Requirements:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Knowledge, Skills, Abilities and Competencies:
- Demonstrated ability to complete projects and assignments accurately, catching errors before completion, despite a large workload, competing demands and a fast paced environment
- Ability to set prioririties and meet deadlines
Home Depot
Atlanta, GA
The Home Depot, Inc. operates as a home improvement retailer. It operates The Home Depot stores that sell various building materials, home improvement products, lawn and garden products, and décor products, as well as provide installation, home maintenance, and professional service programs to do-it-yourself and professional customers.
The company also offers installation programs that include flooring, cabinets and cabinet makeovers, countertops, furnaces and central air systems, and windows; and professional installation in various categories sold through its stores and in-home sales programs, as well as acts as a contractor to provide installation services to its do-it-for-me customers through third-party installers.
In addition, it provides tool and equipment rental services. The company primarily serves home owners; and professional renovators/remodelers, general contractors, handymen, property managers, building service contractors, and specialty tradesmen, such as electricians, plumbers, and painters. It also sells its products online. As of February 3, 2019, the company operated 2,287 stores in the United States, including the Commonwealth of Puerto Rico, and the territories of the U.S. Virgin Islands and Guam; Canada; and Mexico. The Home Depot, Inc. was founded in 1978 and is based in Atlanta, Georgia.
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IndustrySales/Retail
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No. of Employees413,000
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Website
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Jobs Posted440
