What are the responsibilities and job description for the HR Workforce Support Coordinator position at PrideStaff?
Workforce Support Coordinator
Summary of Position:
The Workforce Support Coordinator supports workforce management within a high-volume contact center, ensuring consistent staffing and service delivery across calls and texts. This role coordinates staff scheduling, monitors coverage, and makes real-time adjustments based on call volume, absences, and operational needs.
The Coordinator provides backup support to leadership during high-demand periods, staffing shortages, and service disruptions. Success in this role requires strong organizational skills, attention to detail, sound judgment, and the ability to respond quickly in a fast-paced environment while maintaining compliance with policies and service standards.
Full-time employees are expected to participate in key organizational events that promote team engagement, culture, and community involvement.
SCHEDULE: 10am - 7pm – 1 weekend day will have to be worked
Key Responsibilities:
- Create and manage staff schedules to ensure 24/7 coverage, including evenings, weekends, and holidays
- Adjust schedules based on call volume, absences, and operational demands
- Monitor attendance, adherence, and staffing levels in real time
- Support live operations by coordinating breaks and shift changes
- Assist leadership during service surges, emergencies, and staffing gaps
- Maintain accurate workforce data and generate reports on staffing and performance trends
- Identify risks and recommend improvements to scheduling and coverage
- Collaborate with operations, training, QA, and HR teams
- Support onboarding and training scheduling for new staff
- Ensure compliance with confidentiality standards and organizational policies
Qualifications:
- Bachelor’s degree in a related field or equivalent experience
- 2 years of experience in workforce coordination, scheduling, or contact center operations
- Experience in a 24/7 or crisis support environment preferred
- Strong communication, organizational, and problem-solving skills
- Proficiency in Microsoft Office
- Bilingual (English/Spanish or English/Creole) required
Our Mission: Consistently provide client experiences focused on what they value most.
Salary : $23 - $26