Workforce Coordinator

Overview:

Why Valvoline?

We’ve been in the car business for more than 150 years, starting with the invention of the world’s first branded motor oil. Today, we’re a global leader in automotive services and lubricants, driven every day by a people-centered focus on innovation and service excellence. We’re looking for humble, hungry and smart people to help us power the future of mobility. If you’re looking for a collaborative and flexible work environment that invests in your growth and success, you’ve come to the right place.

At Valvoline, “It all starts with our people.” Creating a diverse and welcoming workplace with team members from varied backgrounds and experiences is our highest priority. People of color, women, LGBTQIA+, veterans, and persons with disabilities are strongly encouraged to apply.

Careers for the Driven

Valvoline has a rewarding opportunity as a Workforce Coordinator. We whole-heartedly adopt a ‘never idle' mindset. We also know that outstanding service begins and ends with our employees. So, we’re looking for good people to join our team. You bring your skills, talents, and drive. We will give you a great place to work, a competitive salary and benefits, and the resources and support to develop and advance within our global company.

How You’ll Make an Impact

The Workforce Coordinator will provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals and other business objectives. Monitors queues, forecast & schedules staffing, plan seating capacity for shifts, and communicate overtime and time off needs. Assists in producing call volume forecasts on a daily, weekly, monthly, and annual basis for multi-site operations. Generates and reviews staffing schedules and ensures data updates in the scheduling system. Compares results to forecast and identify opportunities for improvement and provides periodic (Daily/Weekly/Monthly) performance reports to leadership. In the role, you would be responsible for:

• Forecasting and Scheduling – Establish forecasting and scheduling solutions to support the groups within the contact center to meet short-term and long-term objectives.
• Scheduling Optimization – Analyze interaction arrival patterns and schedules to provide management and supervisors with direction for schedule optimization.
• Scheduling Adherence – Develop solutions for real-time monitoring of staff activities and assist management and supervisors in increasing financial efficiencies.
• Reporting and Analysis – Analyzes trends and gathers input critical to accurate forecasting; provides analysis for forecasting and capacity planning. Compares actual results to forecasts on a daily, intra-daily, weekly, monthly, and annual basis to ensure appropriate staffing levels. Makes recommendations based on results for the development/adjustment of staffing plans.
• Continuous Improvement – Understand trends in contact center workforce management and provide best practice recommendations to drive employee and customer satisfaction.
• Other duties and responsibilities as determined by Valvoline from time to time in its sole discretion.

What You’ll Need

• High school diploma or equivalent
• Minimum of one year of experience in a contact center environment
• Demonstrated aptitude for working with and manipulating data, creating reports, visualizations, and presentations from the ground up
• Understanding of overall operational activities, including phone, email, chat, back office work item processing, and social media support
• Excellent working knowledge of Excel and other Windows-based programs (Word, PowerPoint, etc.), with the capacity to organize/analyze data in a structured manner
• Excellent computer and written/verbal communication skills
• Must be able to deal effectively with every level of internal/external customers
• Able to work independently as well as be a team player
• Intuitive; have great follow-through skills and have system support experience.
• Demonstrates a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time and intraday management to support a multi-department contact center operation
• Must be authorized to work in the U.S. 

What Will Set You Apart

• Functional knowledge of WFM software and platforms (NICE IEX, Calabrio, Verint, etc.) that include real-time adherence

Benefits That Drive Themselves

• Health insurance plans (medical, dental, vision)
• HSA and flexible spending accounts
• 401(k)  
• Incentive opportunity*
• Life insurance
• Short and long-term disability insurance
• Paid vacation and holidays*
• Employee Assistance Program
• Employee discounts
• Tuition reimbursement*
• Adoption assistance*

*Terms and conditions apply, and benefits may differ depending on position.

Valvoline provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Are you good at what you do? Join us.

The Company endeavors to make its recruitment process accessible to any and all users.  Reasonable accommodations will be provided, upon request, to applicants with disabilities in order to facilitate equal opportunity throughout the recruitment and selection process.  Please contact Human Resources at 1.833.VVV.Report or email ECC@valvoline.com to make a request for reasonable accommodation during any aspect of the recruitment and selection process.  The contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.