Job Description
We are seeking a highly motivated and experienced Workforce Coordinator to join our dynamic team at Contactpoint360. This is an Associate Manager-level position where you will play a pivotal role in optimizing our contact center operations, ensuring that our staffing levels align perfectly with business demands. You will be responsible for driving efficiency, managing schedules, and analyzing performance data to enhance the overall customer experience.
In this role, you will act as a bridge between management and operations, ensuring that our workforce is deployed effectively to meet service level agreements (SLAs). We are looking for a detail-oriented professional who thrives in a fast-paced environment and is passionate about workforce management strategies. If you have a knack for data analysis and enjoy solving complex scheduling puzzles, we want to hear from you.
Responsibilities
- Monitor daily call volume and adjust staffing schedules to ensure optimal agent availability.
- Analyze historical data and trends to create accurate workforce forecasts and long-term plans.
- Collaborate with team leads to optimize shift patterns and ensure fair roster distribution.
- Track key performance indicators (KPIs) such as handle time, occupancy, and service levels.
- Identify and resolve scheduling conflicts or staffing shortages immediately.
- Conduct regular meetings to review performance and provide constructive feedback to the team.
- Ensure compliance with company policies and labor regulations regarding working hours.
Qualifications
- Bachelor’s degree in Business Administration, Operations Management, or a related field.
- Minimum of 3-5 years of experience in workforce management or contact center operations.
- Strong proficiency in Microsoft Excel (pivot tables, VLOOKUP) and WFM software.
- Excellent analytical skills with the ability to interpret complex data sets.
- Proven experience in managing teams or coordinating large-scale schedules.
- Strong communication skills and the ability to work effectively in a team-oriented environment.
- Flexibility to work in rotating shifts and adapt to changing business needs.