About Us:

Have you ever had the opportunity to impact the lives of millions of people in a meaningful way and help them enjoy time away with their friends and families building memories? 

That is what we do here at HomeAway.com, an Expedia Inc. company. We are the leading vacation rental website in the world with more than one million online bookable vacation rentals. Our mission is to make every vacation rental in the world available to every traveler in the world through our online marketplace and we're committed to helping families and friends find the perfect vacation rental to create unforgettable travel experiences together. 

The Opportunity:

HomeAway Inc. is currently seeking an agent for the role of Service Level Coordinator for our Customer Service and Operations Department at either the Penn Field or Research Park Plaza office. The Service Level Coordinator possesses strong knowledge of contact center contact volume, real time intra-day management, contact center scheduling, managing work schedules and all off-phone activity scheduling, real-time monitoring of multi-skill agent activity including schedule adherence. The ideal candidate will possess knowledge of call center workforce management software, call center operations and call center KPIs in a multi-site environment. The anticipated schedule is TBD, but would likely include at least one weekend day.

The Service Level Coordinator is responsible for coordinating deployment and operational activities for contact center(s) operations including, but not limited to, maintaining agent schedules, contributing to managing overtime, managing service levels, and intra-day performance-including re-forecasting. This individual will be responsible for the real-time monitoring and tracking of agent schedules and all off-phone activity for all departments. This person will assist with coordinating the scheduling of team meetings, supervisor coaching sessions, training, and other scheduled off phone activity.

The successful candidate will be a self-motivated, enthusiastic,creative, detail oriented, analytical problem solving individual contributor who is able to work with minimal supervision and possess excellent interpersonal and communication skills, as well as superior time management abilities.

Responsibilities:

• Responsible for monitoring real-time activity of agents, agent occupancy, forecasting accuracy by interval, and maintaining service level in a multi-site environment and with outsource business partners. 
• Manage the scheduling of call center activity, team projects, team training, and meetings.
• Work directly with the Customer Experience Operations and Contact Center management teams to identify and implement a consistent level of service that meets or exceeds our customer experience goals.
• Communication with internal and external resources to track and monitor progress of operations.
• Creates and manages records of operations, to maintain standards and provide update reporting.
• Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork. 
• Assist in administration of Contact Center scheduling and workforce management software including shift adjustments/changes, new hire preparations, terminations and running the weekly schedules.
• Interact with internal and external resources to act as a liaison to department/management,and to resolve problems and issues.
• Monitor Real-Time Adherence statistics, helping to ensure agents are on the phones during scheduled phone hours, includes monitoring breaks/lunches. 
• Monitor sick calls/tardiness, etc., entering real-time exceptions into WFM tool (Absence,Tardiness, Leave Early, Meetings, Overtime, Etc.).
• Generate and communicate to appropriate members of management off phone activity reports,staffing issues, performance measures, and call statistics.
• Develops relationship with, provides support for, and gains cooperation and commitment to internal and external resources in achieving departmental and overall business objectives.
• Assists in organization, coordination, and representation for events requiring the efforts and input of multiple sources.
• Interfaces with other departments through written and verbal communications to handle and resolve all customer situations satisfactorily.
• Develops reports,maintains spreadsheets and provides administrative support in all areas as needed.
• Reports and identifies trends and works with Management to correct problems.
• Maintain a direct partnership with contact center Managers, Supervisors, and Agents to promote an employee friendly environment.
• Regular,punctual, and consistent attendance.
• Perform other duties as assigned.

Required Qualifications:

• Proficiency with Microsoft Office Suite, particularly Excel.
• Strong time management and judgement skills.
• Possess ability to take initiative and handle various tasks simultaneously while working efficiently, effectively, and independently under minimal supervision, in a fast-paced, customer focused environment.
• Strong attention to detail and accuracy required.
• Possess strong organizational skills, including the ability to prioritize work in an efficient manner.
• Experience working with multiple groups toward a common goal.
• Ability to exercise creative problem solving techniques.
• Excellent verbal and written communication skills. This includes the ability to communicate effectively, tactfully and courteously.
• Ability to work flexible hours and be available as required by business operations.
• High school diploma, GED or equivalent required.

Preferred Qualifications:

• Two years’experience in workforce management, ideally in a multi call center environment.
• Experience with workforce management software is preferred.
• Bachelors degree preferred.

Benefits:

• Competitive health and insurance benefits
• Competitive salary
• Annual target bonus or commission
• Paid vacation and sick time
• Vacation rental on a yearly basis (taxable benefit)
• Employee Stock Purchase Program
• Free snacks and beverages
• Frequent company update talks with our leadership team
• Free listing on HomeAway.com
• Electronic, adjustable stand-up desk
• Discounted Metro & Rail pass
• Casual dress