Workforce Management Coordinator

Job description

Play an instrumental role to ensure support operations run smoothly and efficiently. Contribute to real-time monitoring and schedule management. Positively impact ability to provide excellent service to customers and Runners. The schedule for this role is 9 AM - 6PM CST Sunday - Thursday. What You'll Do: - Monitor real-time queues and agent adherence across all support channels (phone, chat, email, and others) to ensure optimal service levels are consistently maintained at all times.  Update intraday schedules immediately to accurately reflect dynamic changes such as absences, approved overtime, and unexpected callouts; minimize disruption to operations. - Accurately input and maintain attendance records and schedule exceptions within workforce management tool; ensure data integrity for reporting and payroll purposes. - Proactively escalate critical coverage gaps and emerging callout trends to leaders; provide timely insights that inform strategic staffing adjustments. - Maintain precise shift rosters and efficiently distribute essential intraday reports to relevant stakeholders; keep all stakeholders informed of operational status. - Collaborate closely with support leaders to en...