Workforce Coordinator

Responsibilities

• Monitor real-time volume queues, agent adherence, and staffing levels to maintain coverage
• Manage time off requests and communicate approvals or denials to management
• Address daily requests impacting real-time schedules and coordinate coverage
• Identify opportunities to optimize scheduling with recommendations for overtime or VTO
• Utilize workforce management software and queue monitoring systems for tracking and reporting
• Provide management with analysis on trends impacting service goals, including volume, attendance, and shrinkage
• Maintain confidentiality regarding employee scheduling and performance data

Requirements

• High School Diploma or equivalent with 2-3 years of related experience
• Basic understanding of workforce management concepts (adherence, shrinkage, skill monitoring, KPI reporting)
• Contact Center experience
• Proficiency in Windows-based applications and software
• Strong critical thinking and problem-solving skills
• Ability to manage multiple tasks and prioritize effectively
• Flexibility to work schedules as needed to meet business hours

Preferred Qualifications

• Prior workforce management role experience
• Experience with WFM software such as NICE, Verint, or Genesys
• Experience with phone software like Five9, Avaya, or Genesys
• Proficiency in Microsoft Office (Excel, Word) and Google Workspace

Benefits

• 100% employer-paid medical, dental, and vision premiums for employee-only plans
• Annual bonus and potential quarterly KPI bonuses
• 401k matching up to 3.5%
• 6 paid sick and mental health days
• Employee Stock Ownership Plan (ESOP)
• Reimbursements for personal cell phone and internet usage
• Professional development and mentorship opportunities