Workforce Coordinator

Job Summary

To maximize resource efficiency in a high-production, multi-channel contact center, the full-time remote Workforce Coordinator will manage real-time contact activity, implement workforce management techniques, and collaborate with leadership on agent performance and scheduling.

Key responsibilities

• Monitor and manage real-time contact activity and agent adherence to optimize staffing levels
• Collaborate with the Call Center Leadership Team to analyze agent statistics and improve service levels
• Perform analysis and make recommendations for optimal staffing and workflow adjustments

Required qualifications

• High school diploma or equivalent required
• 1-2 years of call center experience required
• Experience in resource management within a multi-channel call center
• Proficient in Microsoft Office, with heavy Excel experience
• Familiarity with Nice inContact CX One or other scheduling software is a plus