Workforce Management Coordinator

Job description

This role is remote, with a preferred hybrid option for candidates within commuting distance of Webster, MA Salary will be commensurate with experience Summary: Under the direction of the Workforce Manager, collaborate with a team of workforce coordinators and department leaders to ensure the contact center meets its customer service and phone goals. The Workforce Management Coordinator will be responsible for the completion of assigned workforce management tasks such as scheduling, forecasting, intraday monitoring, and system administration and for accurately allocating resources to maximize our efficiencies and meet our long-term and short-term service and staffing deliverables. Supports the organization by partnering with leaders to find innovative and collaborative solutions to challenges. Works closely with the workforce manager on high exposure projects and initiatives while also taking the lead on requests with little to no direction. Responsibilities: - Assists with forecasting for future days and weeks - Plan for special days to ensure adequate staffing coverage - Analyzes past call volume, interval arrival patterns and staffing patterns to provide recommendations for ways...