Medical Transportation Management Inc. Workforce Coordinator (MO) in Lake Saint Louis, Missouri

Consider a Career at MTMFrom entry level customer service positions, to challenging technology and leadership roles, MTM offers a wealth of employment opportunities. Our corporate culture promotes healthy living, excellent work-home life balance, and strategic career advancement opportunities in a rewarding work environment where you will make a positive impact in your community and beyond. In particular, MTM is committed to providing physical activity and wellness opportunities for our employees, and we have been recognized as a Gold Level Recipient of the American Heart Associations Fit-Friendly Worksites Recognition program. As an employer, MTM offers excellent benefits and welcomes diversity; we are an affirmative action and equal opportunity employer. We invite you to apply for any of our open positions and look forward to providing you an opportunity to develop your career as a member of our team. If you can't find what you are looking for, please check out our affiliate Ride Right for more opportunities.MTM, Inc. continues to grow and we are seeking a Workforce CoordinatorMTM, Inc. is a healthcare services and transportation management company whose mission is to develop innovative solutions for accessing healthcare, increasing independence, and connecting community resources. MTM is made up of people who share a passion for making a positive impact. Our culture promotes healthy living, excellent work/life balance, and career advancement opportunities. MTM is a fun place to work, where individuality is encouraged and hard work is rewarded.The Workforce Coordinator is responsible for the logistical planning for MTMs Contact Centers and ensures contractual service levels are met as cost effectively as possible. The Workforce Coordinator monitors all intake queues and agent performance real time and is responsible for managing staff levels, skilling, recruiting, and any data required to ensure staff levels are kept at the optimum level.This position is located at Lake St. Louis, MOResponsibilities: Generate and process operations schedule changes as aligned with the workforce forecast, which meet the service level agreement demands by each Client while effectively completing off-line activity such as: training, meeting, coaching, and special projectsManage and monitor vacation schedules to balance the needs of Staff members and ensure proper coverage in departments as aligned by the established forecastCreate and manage training schedules for use in Contact Center or other operational department training needs that aligns with the workforce forecast modelRecruit for emergency staffing when required for schedule gaps, holiday coverage, weekend coverage, or outage recoveryReal time monitoring of Contact Center staff and Contact Center internal and external call queuesAdjust Staff levels, as needed, based on volume changesCommunicate with Contact Center Management and teams to ensure appropriate adjustments are made throughout the day to support service standards and make good use of MTM resourcesTrack schedules and skill information utilized for workforce management planningProvide assistance to the Contact Center during high call volume timesAssist in ad-hoc data entry projects and reporting for Contact Center and Workforce StaffMinimum Qualifications:High school diploma or G.E.D.Associates degree preferred1 years of experience in High Automatic Call Distribution (ACD) Contact Center1 years of experience in customer service1 years experience in Workforce Management or scheduling, preferredExperience with Reporting Design and Analysis, preferredPrevious experience with high level math including Statistics or Algebra, preferredMust be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the futureCompetency Based Qualifications:Ability to multi task and work in a fast paced environmentAbility to work independently with minimum supervisionAbility to