United States Job Openings

Gannett

WFM Coordinator I - Customer Service

Louisville

September 6, 2024

WFM Coordinator I - Customer Service

Req #40274

Louisville, KY, USA

Job Description

Posted Thursday, September 5, 2024, 11:00 PM

Gannett Co., Inc. (NYSE: GCI) is a subscription-led and digitally-focused media and marketing solutions company committed to empowering communities to thrive. With an unmatched reach at the national and local level, Gannett touches the lives of millions with our Pulitzer Prize-winning content, consumer experiences and benefits, and advertiser products and services.

Our current portfolio of media assets includes The USA TODAY NETWORK, which includes USA TODAY, and local media organizations in 43 states in the United States, and Newsquest, a wholly-owned subsidiary operating in the United Kingdom. We also own digital marketing services companies under the brand Locali Q, which provide a cloud-based platform of products to enable small and medium-sized businesses to accomplish their marketing goals. In addition, our portfolio includes one of the largest media-owned events businesses in the U.S., USA TODAY NETWORK Ventures.

Gannett open roles are featured on various external job boards. When applying to a position at Gannett, you should be completing an application on Gannett Careers via Dayforce. Job postings directing you to complete an application on other external sites may not be valid.

To connect with us, visit www.gannett.com

Department Purpose

Responsible for real-time/intraday management of voice, chat, and email internal and external agents to optimize interval level service level and occupancy.

Job Purpose

Maintain a holistic view of staffing needs of voice, chat, and email lines of work throughout the day.
Adjust plans inside the day to optimize service level and occupancy.
Lead action plan discussions with partnerships and managers, and measure implementation of agreements.
Keep internal and external workforce management and operations stakeholders aware of the performance and challenges to a line of work’s service level and occupancy.

Duties and Responsibilities

Monitors and understands actual versus forecasted service level and occupancy performance in assigned environments.
Uses exemplary analytical thought and decision-making in adjusting plan(s) to optimize service level and occupancy.
Leads discussions regarding plan adjustment(s), secures commitments to plan deliverables, monitors plan effectiveness, and adjust the plan as needed.
Communicate with internal and external stakeholders the current performance, adjustments being implemented, and forecasted environment service level and occupancy performance.
Elevates service level and occupancy challenges appropriately.
Utilizes available toolsets to adjust forecasted staffing levels.
Utilizes available toolsets to monitor and alert on core workforce management key performance indicators presenting a risk to deliverables.
Communicates end-of-day performance, challenges, actions pursued, and effectiveness of actions to internal and external stakeholders.
Liaison with WFM Coordinator II to strengthen future planning efforts.
Represents Gannett in all activities.
Autonomous in decisions to revise plans.
Remains receptive to feedback leveraged to inform future business decisions.

Qualifications
State the minimum qualifications required to successfully perform the job. These are the qualifications that are necessary for someone to be considered for the position.
Required Qualifications include:

Bachelor’s degree or equivalent work experience
Understanding of fundamental workforce management key performance indicators
Ability to derive and implement effective action plans based on analytical analysis of data
Self-starter who can multi-task and thrive in a high-stress environment
Ability to communicate effectively, succinctly orally and in writing
Ability to demonstrate critical thinking, teamwork, time management, strategizing, and decision-making
Proficiency in Microsoft Excel, Word, and Power Point

#LI-JM1
Gan.Sales
#Sales
#Loal IQ

We offer an energized, passionate team within a fun & flexible workplace. We offer competitive compensation with uncapped incentives and world-class benefits, including comprehensive Health, Dental, and Vision coverage, 401(K), Paid Time Off, and more.

Gannett Co., Inc. is a proud equal opportunity employer committed to building and maintaining a diverse workforce. As such, we will consider all qualified applicants for employment and do not discriminate in connection with employment decisions on the basis of an applicant or employee’s race, color, national origin, ethnicity, ancestry, citizenship status, sex, gender, gender identity, gender expression, religion, age, marital status, personal appearance (including height and weight), sexual orientation, family responsibilities, physical or mental disability, medical condition, pregnancy status (including childbirth, breastfeeding or related medical conditions), education, genetic characteristics or information, political affiliation, military or veteran status or other classifications protected by applicable federal, state and local laws in the jurisdictions where Gannett employs employees. In addition, Gannett Co., Inc. will provide applicants who require a reasonable accommodation, as a result of an applicant’s disability or religion, to complete this employment application and/or any other process in connection with an individuals’ application for employment with Gannett Co., Inc. Applicants who require such accommodation should contact Gannett Co., Inc.’s Recruitment Department at Recruit@gannett.com.

Job Details

Job Family

Customer Experience

Job Function

Customer Service

Pay Type

Hourly

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