Workforce Coordinator

Job Summary

To support departmental productivity, the remote Workforce Coordinator will monitor real-time activities, manage staffing levels, and collaborate with management to optimize scheduling and resource allocation.

Key responsibilities

• Monitors real-time volume queues and staffing levels to maintain service level goals
• Manages time off requests and communicates staffing decisions to ensure adequate coverage
• Provides regular analysis on trends impacting service goals, including attendance and handle times

Required qualifications

• High School Diploma or equivalent work-related experience (2-3 years)
• Basic understanding of workforce management concepts, including KPIs and adherence
• Proficiency in workforce management software and basic data analysis using Excel or Google Sheets
• Contact center experience
• Ability to manage multiple tasks efficiently while maintaining accuracy