Intraday Coordinator

Job Description

An Intraday Coordinator who will support the Operations Manager and Workforce Planning team, to optimise schedules, monitor real-time customer demand, and ensure service goals and operational efficiency.

The Workforce Planning department plays a crucial role in ensuring optimal service delivery through effective scheduling and real-time management of workforce operations. You will work closely with the Operations Manager and Workforce Planning team. The role involves continuous communication with various teams to address operational issues, maintain schedule adherence, and ensure compliance with company policies. You will contribute to reporting, workforce planning support, and ensuring smooth project execution. This role is essential in balancing customer needs with business requirements ensuring optimal productivity and service standards. The position requires flexibility in 10-hour work days.

Preferred Skills Qualifications and Experience:

Strong communication skills, both written and verbal, with a focus on collaboration. (Both English and Spanish)

•  Good skills related to workforce management or operational coordination.
•  Strong understanding of scheduling software (WFM NICE) and real-time monitoring tools.
•  Excellent problem-solving skills and ability to react quickly to change

Main Responsibilities: 

• Monitoring real-time contact queues, agent availability, and workload to ensure performance goals are met.
• Adjusting schedules based on fluctuations in contact volumes and agent availability.
• Managing agent adherence to schedules, taking appropriate action for deviations.
• Collaborating with relevant teams to address and resolve operational issues as they arise.
• Generating and sharing daily/weekly reports, highlighting trends and performance challenges.
• Providing feedback and recommendations for improving workforce scheduling and performance.
• Ensuring compliance with company policies, security protocols, and relevant regulatory requirements.
• Supporting workforce planning by validating forecast accuracy and suggesting improvements.
• Managing key projects and tasks, ensuring deadlines are met and stakeholders are kept informed

Additional Information

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At bet365, we're committed to creating an environment where everyone feels welcome, respected and valued. Where all individuals can grow and develop, regardless of their background. We're Never Ordinary, and we're always striving to be better. If you need any adjustments or accommodations to the recruitment process, at either application or interview, please don’t hesitate to reach out.