Workforce Management Coordinator

Job Type

Full-Time Regular

100% Remote contract role

Workforce Management Coordinator is responsible for daily efforts to provide superior customer and employee experience by effectively delivering real-time (intra-day) resource management.

Duties:

• Create/maintain schedules

• Scheduling replacement staff to provide shift coverage

• Maintain accurate forecasts to predict staff need under a variety of intake volumes, and conditions using data/statistical analysis

• Monitor performance against metrics and ensure discrepancies are detected

• Review forecasting accuracy (forecasts to actuals)

• Analyze historical trends and future projections to create forecasting, scheduling, and staffing plans.

Requirements:

• 2 years of experience in performing WFM functions in a multi-department contact center environment preferred.

• 2+ years of experience in administrative responsibility using WFM scheduling software. Genesys Cloud / PureCloud preferred

• Experience managing schedules

• Experience extracting scorecard related data and schedule adherence

• Understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules

INDPIT