Administrative Coordinator - Remote, M-F, 12:00am-8:30am, EST

  • 14268 South Maple Lane Court, Caufield, Oregon City, Oregon, United States, 97045
  • Shared Services Field
  • Hourly Full-Time

Location: Remote 

Schedule: M-F, 12:00am-8:30am EST

 

Who You’ll Work For

REEF transforms urban spaces into community hubs that create jobs and bring new goods, services and experiences to the neighborhood. With an ecosystem of 5,000 locations and a team that’s over 18,000 strong, REEF is the largest operator of parking real estate and delivery restaurants in North America. By connecting the world to your block, we’re making the place you live, the place you love to be.

What You’ll Do

The Workforce Resource Coordinator is responsible for Customer Experience (CX) contact center resource planning and reporting, including forecasting workload, scheduling, implementing real-time adjustments, checking, approving, submitting timesheets and assistance with program issues. 

  • Responsible for monitoring intraday activity in multiple business areas and call types simultaneously 
  • Real-time monitoring of queue and agent performance, reporting concerns for on-the-spot resolution 
  • Monitor Employee Resource Desk (ERD) for agent call-outs and schedule exceptions 
  • Provide timely update to schedules, including attendance records and prompt notification to leadership 
  • Manage day-to-day staffing and event changes to ensure optimal resource coverage and queue efficiency 
  • Communicate with management and operations team to ensure compliance with company standards and CX processes 
  • Approve/deny PTO submissions based on minimum staffing rules and business impact 
  • Process schedule trade requests 
  • Schedule off-phone events such as meetings and training based on projected workload and coverage 
  • Administration of timesheet checking, approval and submission to Payroll 
  • Assisting staff with tier-1 support for issues relating to Microsoft teams, Five9 and other programs 
  • Performs any other related duties as required or assigned 

What We Want from You 

  • 1+ year of experience in Workforce Management, preferably in contact centers with at least 75 employees 
  • 3+ years of contact center operations or equivalent work experience 
  • Strong analytical ability and proven experience at converting data to actionable information 
  • A willingness to learn new software applications and adapt in a fast pace environment 
  • Ability to be highly organized with an emphasis on accuracy and timeliness 
  • Ability to organize information and accurately follow procedures, with strong attention to detail 
  • Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure with multiple deliverables 
  • Exceptional communication skills with a drive to affect positive change in a collaborative environment 
  • Expertise with Verint WFM and/or Five9 Contact Center is a strong asset. 

What We’ll Provide 

Medical

Dental

Vision

Life and Disability 

401K 

Paid Time Off (PTO)

Flexible schedules

Guaranteed hours and permanent working schedule 

Advancement opportunities 

All required computer equipment 

Permanent work-from-home 

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

  • Frequently operate small office equipment such as a computer, tablet, and copier/printer, telephone. 

WORKING CONDITIONS: 
Work is performed indoors in a seated position at a desk for extended periods of time including up to the entire duration of a shift.

REEF Technology is an equal opportunity employer, and we value diversity at our company. REEF does not discriminate on the basis of race, religion, color, sex, national origin, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or disability status. REEF complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.