Workforce Coordinator
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DEPARTMENT: Care Center Internal Sales
REPORTS TO: Care Center Manager
FLSA: Full-Time, Non-Exempt (Hourly)
Schedule: Monday-Friday
8-hour shift within our operating hours of 7:00 AM – 8:00 PM (Remote)
*This is a fully remote position, and all necessary equipment will be provided to ensure a productive and comfortable work environment*
Why You Should Join Us!
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A comprehensive health plan that includes medical, dental, and vision coverage to ensure you and your family have access to the care you need
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A 401(k)-retirement plan with a generous company match to help you save for your future and achieve your financial goals
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Other fringe benefits including Birthday & Anniversary bonus, company-wide discounts, life insurance, Telemedicine access, short & long-term disability, and more!
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Positive work environments that offer work/life balance and professional growth
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Mission-driven work making a global impact with local roots
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The opportunity to have hands on work experience with industry leading, innovative technology
Position Summary
We are seeking an experienced Workforce Coordinator to join our call center Sales team. This role is responsible for monitoring real-time contact center performance, ensuring optimal staffing coverage, and supporting operational leaders through proactive workforce management.
The ideal candidate has hands-on experience with the Genesys Cloud Workforce Management (WFM) module, is comfortable making independent operational decisions, and takes ownership of solving problems in a fast-paced environment.
This position offers a unique opportunity to expand beyond traditional real-time responsibilities by gaining experience in forecasting, scheduling, and workforce planning.
Essential Duties and Responsibilities
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Maintain vigilant awareness of agent schedule adherence and promptly communicate adherence concerns and outliers to contact center leadership.
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Monitor the attendance line throughout the day, document employee call-ins, and communicate attendance impacts to leadership.
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Review Paid Time Off (PTO) requests and approve, deny, or escalate requests in accordance with company policy and operational coverage requirements.
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Assign and modify agent skills and queue memberships throughout the day to support changing business needs.
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Perform proactive and retroactive adherence adjustments based on operational events and leadership direction.
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Assist with occasional ad hoc reporting and workforce-related data requests.
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Partner with Operations and Workforce Management leadership to maintain service level objectives and appropriate staffing coverage throughout the day.
Professional Development Opportunities
As proficiency is demonstrated, this role will have opportunities to expand into broader Workforce Management functions, including:
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Weekly forecast creation and schedule publication.
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Break, lunch, and activity code optimization.
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Participation in monthly staffing meetings.
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Ownership of staffing recommendations for assigned lines of business using Erlang-C staffing models.
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Workforce roster maintenance and employee profile administration.
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Exposure to forecasting methodology, capacity planning, and long-term workforce strategy.
Qualifications
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Previous experience in workforce coordination, or in a comparable role required.
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Experience using the Genesys Cloud Workforce Management (WFM) module in a contact center environment highly preferred.
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Strong understanding of schedule adherence, intraday management, and workforce optimization.
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Proficiency with Microsoft Excel.
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Excellent organizational, analytical, and time management skills.
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Strong written and verbal communication skills.
Physical Demands & Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers to handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.
All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills aptitudes and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others.
The requirements listed in this document are the minimum levels of knowledge, skills or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.
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