About the Role

Our Workforce Management Coordinator is responsible for monitoring and reporting agent schedule adherence in real-time, working closely with Contact Center leaders, and calling out non-adherent activities in order to re-direct non-adherent agents back to their scheduled tasks.

Responsibilities include but are not limited to:

• Monitor real-time contact center volume traffic in a multi-skill contact center environment, utilizing forecasts and schedules to manage service levels on a daily basis
• Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
• Support Contact Center team to focus on real-time agent productivity to meet or exceed SLA and KPI targets, performance exceptions and schedule adherence
• Collaborate with the leadership team to make daily changes (i.e.: schedule updates and skill changes) and/or issue procedural notifications based on trigger events (e.g., average handle time (AHT), volume, absenteeism, etc.)
• Manage daily attendance tracking, ensuring staffing schedules meet requirements, manage call queues, and track agent adherence/shrinkage and escalate as and when required
• Input intraday scheduling exceptions as required (e.g. training, special projects, meetings, coaching, overtime, etc.), in coordination with Training Team, WFM, and the Leadership team
• Facilitate real-time discussions with necessary stakeholders
• Build and maintain strong relationships with Managers and Team Leads to ensure all expectations are accomplished

Qualifications

• 2 years minimum experience in a contact center; basic contact center-specific software and applications knowledge
• At least 1 year Workforce Management experience is preferred, but not required
• High school diploma or the equivalent (GED)
• Flexibility to work weekends and all potential open office hours
• Effective communication with all levels of organization
• Exceptional attendance, performance and conduct, with no write-ups within the last 3 months
• Team player
• Clear quantitative, analytical and technical aptitude skills
• Excel: intermediate level (pivot tables, formulas, running macros)
• High degree of ability to analyze data, using the data to drive decision making and implement effective resolutions (comfortable with data manipulation)
• Basic knowledge of WFM management processes, concepts and principles (i.e. staffing, projections, scheduling, service level analysis, metrics monitoring)

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