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Workforce Management Coordinator

Company: Common Ground
Location: Pontiac
Posted on: June 14, 2022

Job Description:

Job Description What if your attention to detail could help enhance a service that saves people crisis? What if you could make a powerful impact on the entire state of Michigan while working remote? Common Ground is an established non-profit community-crisis organization. Our purpose: helping people move from crisis to hope. For the past 50 years, we have been dedicated to helping runaway and homeless youth, victims of crime, people with mental illness and others in critical situations. Here at Common Ground, the people we serve come first. Our organization offers over 15 different programs that seamlessly work together to provide excellent, well-rounded help to those in need. Common Ground is regarded as one of the top 10 comprehensive crisis providers in the country. In addition to being a leader in crisis services, the agency is involved in state-wide legislative and public policy crisis system advocacy, consulting, and is on a growth trajectory. --- One year ago, we greatly expanded our services with undertaking of the new MiCAL (Michigan Integrated Crisis & Access Line) program. With the evolution of this service, we are looking for an ambitious, tech-savvy, detail-oriented professional to become our new Workforce Management Coordinator. The ideal candidate will have extensive experience with Workforce Management and excellent organizational skills backed by a Bachelor's degree. Click here for a snapshot of MiCAL. POSITION DESCRIPTION SUMMARY: The Michigan Integrated Crisis and Access Line (MiCAL) is a statewide initiative to provide Michiganders the ability to access behavioral health services while in crisis. The MiCAL service offers support by phone, text message, and online chat to individuals across the state of Michigan 24/7, 365. The Workforce Management Coordinator is responsible for the daily efforts to provide a great customer and employee experience. This is accomplished through the effective delivery of real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. This coordinator will partner with the management team to share responsibility for meeting service level and response time objectives across all contact channels. The coordinator will ensure effective and efficient utilization of resources. Workforce Management is a system that will plan, organize and manage the workload through accurate forecasts, staff calculations, schedules and management reports. The Workforce Management Coordinator reports directly to the MiCAL Operation Assistant. ESSENTIAL JOB FUNCTIONS: ---Continually improve the forecasting and scheduling predictions across all contact channels and portfolios ---Develop and maintain systems to provide accurate projections and forecasts for the optimal management of current and future capacity requirements ---Ensure maximum utilization of existing technologies to support efficient traffic distribution and use of staff ---Develop special forecasts for all operational areas to assist in staffing plans for projects ---Ongoing staff planning and schedule adjustments for various circumstances (i.e., holidays, campaigns) ---Provide ongoing training to the management team and staff on contact center dynamics ---Plan and distribute daily work schedules for staff and provide historical adherence reports to management ---Coordinate with managers and supervisors to review and approve time off requests and schedule non-contact activities (i.e. trainings, team meetings, supervision) ---Monitor real-time queue and adherence reports to ensure service level and response time objectives are met ---Oversee real-time escalation plans ---Develop long-term capacity plans and provide accurate workload predictions for annual budgeting and planning ---Track and maintain schedules ---Optimize staff breaks and lunches ---Responsible for daily/weekly and monthly reporting to management, including monthly attrition, monthly capacity/utilization and projections, ACD reports, staff check-in, intra-day summaries and daily recap reports ---Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals / business objectives RELATED JOB FUNCTIONS: ---Computer skills ---Familiarity with call center technology ---Comfortable using forecasting tools/methods REQUIRED KNOWLEDGE, SKILLS AND ABILITIES: ---Collaborate with other leaders to advance the agency's mission ---Perform other job-related duties as assigned ---Flexibility and ability to multi-task ---Ability to practice confidentiality ---Demonstrate professional integrity ---Advanced skill level in typing, entering data, filing efficiently and operating office equipment ---Strong critical thinking and decision-making skills in a fast-moving environment ---Proficiency in relevant software and applications (i.e. Microsoft Word, Teams, Excel, PowerPoint, and Outlook) ---Understanding and following both verbal and written instructions ---Communicating effectively, both verbally and in writing ---Working mostly independently but also as part of a team ---Relating to a diverse population which includes a variety of age, economic and educational backgrounds ---Superior customer service skills ---Interact well with departmental staff ---Work independently and apply critical thinking and decision-making skills ---Work in a multi-disciplinary environment and identify evolving needs ENVIRONMENTAL WORKING REQUIREMENTS: The MiCAL Crisis Specialists are required to have a private, at-home office environment free from distractions and conducive to handling sensitive calls/texts/chats. The job requires exposure to computer screen(s). Common Ground will provide essential equipment such as laptops. Assignments may require work to be done on an individual basis or in virtual teams with members at various staffing levels. There are specific pre-requisite home internet requirements for this position. Common Ground will not cover the cost of home internet. A minimum internet speed of 45 Mbps (Megabits per second) download and 7 Mbps upload is required. In addition, home internet must have a latency (PING) of less than 100 MS. A hard-wired (coax or fiber cable) connection is recommended, but not required. Internet tests are a required part of the screening process for this position. An internet speed test result that meets or exceeds the minimum standards as outlined above is required before the employment start date. All MiCAL Crisis Specialists must be permanent, year-round residents of Michigan. The agency may in its sole discretion fill this position on a full-time or part-time basis with the individual best fit to perform the essential functions of the job. The above statements describe the general nature and level of work performed by employees assigned to the title. Incumbents may be required to perform job-related responsibilities and tasks other than those stated in this specification. Employees in this title are subject to a background check. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. Common Ground is an equal opportunity employer and affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. --- Job Posted by ApplicantPro

Keywords: Common Ground, Pontiac , Workforce Management Coordinator, Executive , Pontiac, Michigan

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