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Job Description
Human Resource Management Coordinator
Do you have a passion for people, a keen eye for detail and prior call center, scheduling and / or onboarding experience If so, we d like to speak with you today regarding an great opportunity in Lexington, NC!
Just a short commute from Thomasville, Clemmons, Salisbury, High Point, Archdale, Winston-Salem, Lewisville, Kernersville, and Greensboro!
What You Will Do:
The Human Resource Management Coordinator (RMC) is responsible for monitoring service levels, average speed of answer and staffing levels for all inbound call center groups. This position also coordinates employee schedules, time off requests, meetings and coaching time requested by Call Center Supervisors and Agents. The RMC acts at the single point of contact for onboarding of new hire HR forms and works with the site leadership on continuous improvement projects.
Primary Duties:
• Monitor real time performance while analyzing call volume patterns.
• Provides real time information to site leadership on real time adherence performance for each agent by proactively engaging leadership for non-compliance phone states.
• Maintains all agent schedules within Monet including time off requests, PPT, vacation, shift trades, etc.
• Provides intra-day and short/long-range forecasts to site leadership when necessary.
• Communicates with site leadership on staffing issues, schedules gaps, etc., working to optimize daily staffing and target service factor obtainment.
• Maintains historical call center data in compliance with record retention requirements.
• Adds employees into database.
• Works with IT and Training to assist with employee onboarding and monitors training and nesting time requirements. Proactively schedules new hires to align with start of production.
• Conducts new hire training.
• Must be able to work under minimum supervision and detail orientation is required.
What You Need:
Experience in call center environment preferred
• High School Diploma or Equivalent
• Excellent two-way written and verbal communications skills required with the ability to understand and help others through complex problems involving systems and processes
• Strong ability to handle multiple priorities, work independently within a fast-paced environment
• Ability to enter data and maneuver efficiently within various databases
• Ability to maintain a high degree of ownership and accountability
• Ability to exercise independent judgement and discretion in matters of significance
• Ability to efficiently use varies software applications such as: Outlook, LPCS, Access Database, and other systems as required
• Meet or exceeds current KPI s and greater than 6 months in current role (internal)
What s In It for You:
• A starting wage of $19.00 per hour
• Monthly lunch, snacks & drink, free coffee, vend bucks for customer compliments, gift cards, recognition programs, themed food days and more!
• A comprehensive benefits package which includes medical, dental, vision, 401(k) with match, stock plans, employee discounts and more.
The Reserves Network is a family-owned and veteran-founded company. Since 1984, we have been bringing employers and job seekers together in a variety of industries and positions.
As an equal opportunity employer, we value our employees and foster an environment of respect, integrity, and trust in every aspect of employment. However you identify and whatever your background, we encourage you to apply today or you can download our mobile app to receive and accept real-time job notifications.
Please call our office at if you have any questions. If you are an experienced call center representative that is seeking an opportunity for growth and has a drive for results and accountability, this is the job for you.
Click apply today!
