Workforce Management Coordinator

Job Summary

To ensure optimal service levels in a fast-paced environment, the full-time Workforce Management Coordinator will manage real-time operations and resource optimization for a Service Contact Center, making intra-day staffing adjustments and monitoring performance remotely.

Key responsibilities

• Monitor daily workload volumes and communicate with leadership based on business needs
• Analyze current and historical performance trends to conduct real-time re-forecasting and align with business objectives
• Manage workforce schedules in WFM software, including updates for exceptions, absenteeism, and shift changes

Required qualifications

• 1-3 years of relevant experience managing scheduled and intraday adjustments
• Strong proficiency in Excel and experience using Tableau for operational or performance reporting
• Proficient in NICE for schedule management and exception handling
• Ability to thrive in high-pressure environments and adapt to shifting priorities
• Strong analytical and technical skills with the ability to interpret data for informed decision-making