Workforce Management Real-Time Coordinator

Job Description

Job Description

Patriot Mobile (PM) is America's only Christian conservative wireless provider. We offer broad coverage on dependable, nationwide 4G or 5G LTE networks. We are committed to providing our members reliable wireless service and exceptional support while relentlessly fighting for our shared values. Patriot Mobile donates a portion of every dollar earned to support organizations that fight for First Amendment Religious Freedom and Freedom of Speech, Second Amendment Right to Bear Arms, Sanctity of Life, and the needs of our Veterans and First Responders.

Job Overview :

Reporting to the Director of Workforce Management Operations, the Real-Time Coordinator is responsible for ensuring departmental goals are met through the live monitoring of call queues and validating intraday forecasted call volume for all customer interaction queues. This role is crucial in ensuring that target metrics are achieved efficiently and effectively. This role will support the overall Workforce Management practices for Member Services and Sales Teams. This position will be a key role within our Customer Experience Program.

Essential Functions and Responsibilities :

• Provide continuous updates on the operational status of the call center throughout the day.

Investigate deviations that cause both increases and decreases from the daily and intraday forecasted call volume.

o Utilizing additional support from other departments as needed to address call queue demand

o Optimize breaks and lunches to accommodate absences and fluctuations in call volume.

Required Knowledge / Skills / Abilities :

Education and Experience :

Physical Requirements :

Patriot Mobile is an equal opportunity at-will employer and does not discriminate against any employee or applicant for employment based on age, race, religion, color, disability, sex, or national origin.