Workforce Coordinator

We’re Looking For A(n):

Workforce Coordinator

Location:

Remote

What You’ll Be Doing:

• Monitors real-time volume queues, agent adherence, and staffing levels, adjusting as needed to maintain coverage and meet service level goals
• Manages time off requests and communicates approvals or denials to management to ensure timely and accurate staffing decisions
• Addresses daily requests impacting real time schedules and coordinates with management to ensure adequate coverage
• Identifies opportunities to optimize scheduling with recommendations for overtime or VTO
• Utilizes workforce management software and queue monitoring systems for accurate tracking and reporting
• Regularly provides management with analysis on trends impacting service goals, including changes in volume, attendance, handle times, and shrinkage
• Maintains confidentiality regarding employee scheduling, attendance, performance, and personnel information to protect sensitive employee data
• Performs other duties as assigned

Qualifications:

Note: We strongly encourage you to apply even if you don’t tick ALL of these boxes.

• Knowledge: Demonstrates an understanding of contact center KPIs and basic workforce management principles
• Technical Skills: Proficient in use of workforce management software and performing basic data analysis using Excel or Google Sheets.
• Critical Thinking: Demonstrates strong critical thinking and problem-solving skills to proactively identify and resolve issues effectively
• Organizational and Time Management Skills: Ability to manage and prioritize multiple tasks efficiently, maintaining accuracy and structure in day-to-day work
• Adaptability: Capacity to embrace change, remain flexible, and quickly adjust to new circumstances or priorities in a fast-paced environment
• Initiative: Proactive attitude, taking ownership of tasks and working independently with minimal supervision
• Flexibility: Willingness to work schedules as needed to meet business needs covering all hours of operation
• Communication: Ability to convey information clearly and effectively, both verbally and in writing
• Attention to Detail: Ensures accuracy and precision when managing schedules, staffing data, and reporting
• Relationship Building: Establishes and maintains effective working relationships with colleagues, supervisors, and managers