Workforce Management Coordinator

Job Summary

Managing real-time operations for the Service Contact Center, the full-time Workforce Management Coordinator will optimize resource allocation, monitor workload volumes, and make intra-day staffing adjustments remotely to ensure exceptional service delivery.

Key responsibilities

• Monitor daily workload volumes and communicate with leadership to address business needs
• Analyze production reports and performance trends to improve operational efficiency
• Manage workforce schedules and make real-time staffing adjustments using WFM software

Required qualifications

• 1-3 years of relevant experience in managing scheduled and intraday adjustments
• Proficiency in Tableau for operational reporting and performance analysis
• Experience using NICE for schedule management and exception handling
• Strong Excel skills for data organization and reporting purposes
• Ability to work independently in a remote setting with a reliable internet connection