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WF Coordinator

Req ID#:  86126

Fishers, IN, US

WF Coordinator

Operations

Who Is Sitel?

 

We don’t like to brag, but we’re kind of a big deal! Sitel is a people-driven, diverse company who does one thing really well – we deliver millions of great experiences every day for some of the world’s best-known brands like Airbnb, Instacart, Under Armour, Groupon and more. As a leading global provider of customer experience management, we depend on our 75,000 associates to help customers all over the world. That’s where you come in.

 

This is an opportunity to join a global company that's redefining the way brands connect with their customers. Working at Sitel is more than a job, it’s a career. Sitel is looking to hire over 200 associates in Fishers, IN by the end of this year with more growth planned in 2020; servicing one of the most well-known insurance providers for military members and their families. Are you ready to join?

 

Who Are We Looking For?

  • Proven experience communicating with peers and associates. 
  • Ability to evaluate requirements and make sound recommendations.
  • Ability to deal with and manage conflict.
  • Minimum keyboarding speed of 30 WPM
  • Strong application usage and problem-solving skills.
  • Strong attention to detail and sense of urgency.
  • Strong organizational and follow-through skills.
  • Demonstrated negotiation and rapport-building skills.
  • One year of experience in workforce management – Preferably.
  • Scheduling software experience (IEX, InContact, Other) – Preferably.
  • Call Management System experience (AVAYA CMS) – Preferably.
  • Two-year college degree or equivalent combination of education and experience.

 

What Are We Looking For in You?

  • This position’s primary area of responsibility is to ensure team activities are aligned in order for the account to maintain Service Levels. 
  • This can be done by: Communicating with members of Central Workforce Management and Global Command Centers during the day to day Hours of Operation.
  • Directly interact with Supervisors and Agents to make adjustments to schedules and activities in real time focusing on maximizing the windows of availability.
  • Partner with Operations and Scheduler to make recommendations in the planning of future activities.
  • Enter, maintain, and manage associate’s schedules in IEX/BP/InContact or any other client provided tool.
  • Driving efficiency and proper utilization of Shrinkage– PTO, VTO, Absenteeism, Breaks, Lunches, etc.
  • Consolidate information gathered from interactions with Supervisors and Agents, listening to phone calls, and in some cases handling phone calls, to report trends or issues impacting Volume, Average Handle Time, or inability to handle customer’s concerns.
  • In some cases, provide support maintaining rosters and generate reports as required.
  • Follow the guidance of the Workforce Coordinator or Workforce Manager to support the business.

  

What Should You Expect From Us?

  • Tons of growth opportunity (93% of our non-agent positions are filled internally)
  • A leadership team that hears your voice; we know that when we WORK Together we can accomplish so much more
  • Access to some pretty cool tools and resources
  • A feeling of accomplishment when you WOW Customers
  • Ongoing training designed to improve customer experience and business performance
  • Fun team environment where we work hard to Build TRUST every single day

 

A few more perks you’ll enjoy:

  • A suite of benefits which include medical, dental, and vision
  • Free virtual doctor visits (medical plan enrollment required)
  • Diabetes assistance program
  • 401k - Sitel will match 100% of the first 3% and 50% on the next 2% you contribute to the plan, all company match is 100% vested!
  • Sitel Scholarship Educational Program (plus discounts for your family)
  • Sitel Employee Discounts for your favorite brands
  • We even have Pet Insurance!

 

So what are you waiting for? Be BOLD and apply now!

We wish to thank all applicants for their interest and effort in applying for this position and we look forward to speaking with you soon to discuss your qualifications.

 

Sitel is an equal opportunity employer and we value diversity.

 

We will be located at 9999 121st, Fishers, IN. Visit sitel.com for more information.

Please note: A criminal background check will be conducted as part of the hiring process.

 

 

WF Coordinator


Nearest Major Market: Indianapolis

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