Workforce Planning Coordinator

Job Summary

To support workforce management, the full-time remote Workforce Planning Coordinator will monitor attendance and record-keeping systems, schedule agents based on business needs, and assess data for schedule adherence.

Key responsibilities

• Audit timecard entries for accuracy and manage exceptions in the workforce planning system
• Partner with leadership on timekeeping issues and effectively allocate vacations for the workforce population
• Identify and resolve schedule adherence concerns while optimizing breaks and lunches to meet business needs

Required qualifications

• Two to four years of general call center experience
• General knowledge of workforce management principles and procedures
• Proficient in Microsoft Office applications, particularly Outlook, Excel, and Word
• Experience working in a shared services environment
• Strong critical thinking and problem-solving skills