Intraday Coordinator
Primary Location Corona, California
Worker Location Remote
Job Number 1314291 Date posted 11/07/2024
Navigating the Hiring Process
We're here to support you!
Having trouble with your account or have questions on the hiring process?
Please visit the FAQ page on our website for assistance.
Need help with your computer and browser settings?
Please visit the Technical Information page for assistance or reach out to the web manager at kp-hires@kp.org.
Do you need a reasonable accommodation due to a disability?
A reasonable accommodation is any modification or adjustment that enables you to fully participate in completing the following:
- Online Submissions
- Pre-Hire Assessments
- Interview Process
Please submit your accommodation request and an HR Representative will contact you.
Description:
Job Summary:
Responsible for providing coverage at the Control Desk and maintaining awareness of intraday call volumes, service levels and average speed of answer in all lines of business in a multi skill/multi-site environment. Updates real time schedule exceptions, monitors the absentee (VSA) line, and updates schedules with absence codes. Notifies managers of real time deviations. Identifies performance impactors, communicates them to Operations and makes recommendations on improving performance.
Essential Responsibilities:
- Responsible for providing coverage at the Control Desk to maintain awareness of intraday call volumes, service levels and average speed of answer of all lines of business (ex. Kana cases, language lines, Click to Chat, Content/Nesting support and other contact center activities). Coordinating appropriate allocation and availability of call center staff to achieve company goals (KPIs) via real time temporary skilling changes. Has ongoing communication with and receives guidance from the Intraday Coordinator Senior throughout the day. Identify and respond immediately when service level concerns arise. Must be able to determine severity of the issue and respond accordingly quickly and efficiently.
- Responsible for following up timely on all schedule alarms in real time adherence system and communicating with managers any adherence issues identified.
- Responsible for completing schedule exception and temporary skilling change request tickets submitted by Team Managers (within a 2hr turnaround time for schedule updates and 10min turnaround time for skilling changes).
- Responsible for monitoring VSA absentee line, making real time exceptions, and notifying managers of schedule deviations.
- Responsible for communicating in multiple chats/channels with Operations, the Scheduling Team and the WFM teams of our vendor partners.
- Determines when there is a need to adjust staffing (offering VTO/offering or cancelling OT).
- Hosts Daily Intraday Huddle to communicate the performance plan with our stakeholders.
- Validate contact center phone numbers daily and communicate any issues with the telephony team.
Basic Qualifications:
Experience
- Minimum three (3) years of experience in a customer service and or contact center role.
Education
- High School Diploma or GED required.
License, Certification, Registration
- N/A
Additional Requirements:
- Knowledge of queuing theories and workforce forecasting and scheduling (ex. Aspect/Alvaria, eWFM, Verint/Blue Pumpkin, Genesys), computer telephony integration (CTI), interactive voice response (IVR) units, and automatic call distribution (ACD).
- Proficient with personal computers and Microsoft Office applications. Intermediate leval and above Excel experience helpful.
- Excellent communication skills, strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a fast paced environment.
Preferred Qualifications:
- One (1) year of experience in a similar workforce management role.
- Associates degree in business administration, healthcare, or related field preferred.
Primary Location: California,Corona,Corona Member Service Call Center
Scheduled Weekly Hours: 40
Shift: Day
Workdays: Tue, Wed, Thu, Fri, Sat
Working Hours Start: 09:30 AM
Working Hours End: 06:30 PM
Job Schedule: Full-time
Job Type: Standard
Worker Location: Remote
Employee Status: Regular
Employee Group/Union Affiliation: NUE-PO-01|NUE|Non Union Employee
Job Level: Entry Level
Department: Po/Ho Corp - MSCC National Team - 0315
Pay Range: $61900 - $80080 / hour
The ranges posted above reflect the location in the job posting. The salary range may vary if you reside in a different location or state than the location posted.
Travel: No
Remote: Work location is the remote workplace (from home) within KP authorized states.
Worker location must align with Kaiser Permanente's Authorized States policy.
At Kaiser Permanente, equity, inclusion and diversity are inextricably linked to our mission, and we aim to make it a part of everything we do. We know that having a diverse and inclusive workforce makes Kaiser Permanente a better place to receive health care, a more supportive partner in our communities we serve, and a more fulfilling place to work. Working at Kaiser Permanente means that you agree to and abide by our commitment to equity and our expectation that we all work together to create an inclusive work environment focused on a sense of belonging and wellbeing.
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. Submit Interest
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. Submit Interest
