The WFM Coordinator is responsible for monitoring and analyzing real-time contact center performance to ensure optimal staffing levels and service levels are met. This includes monitoring and analyzing call volume, agent availability and other key metrics to make real-time adjustments to staffing and scheduling as needed. The WFM Coordinator also provides regular reports and analysis to management to help identify trends and opportunities for improvement.The WFM Coordinator will report to the WFM Lead and work closely with the customer support team to ensure that customer support is delivered in a timely and efficient manner.
Key Responsibilities
Monitor and manage the real-time contact center performance and make staffing adjustments as needed to meet service level goals
Taking action during the day when actual performance is different from the assumptions used to create the forecast and/or schedule
Re-planning staffing and scheduling for the near-term period
Track agents’ performance and productivity, providing feedback, and identifying areas for improvement. Tracking agents’ working time, managing time-off requests, and calculating pay and benefits.
Create and adjust shifts, breaks, and all non-productive activities schedule for all customer support agents ona weekly basis via the WFM system, taking into account the needs of businesses and agents’ preferences
Create and adjust training schedules for all customer support agents on a regular basis via the WFM system based on TD, OPS, and QA request,s taking into account line availability
Analyze call volume, agent availability, adherence, and other key metrics to identify trends and opportunities for improvement
Provide regular reports and analysis to management on contact center performance
Monitor the relevance of agents’ profiles, skill,s and attendance
Collaborate with the workforce management team to ensure accurate forecasting and scheduling
Collaborate with other departments to ensure alignment of staffing and scheduling with business needs
Skills, Knowledge & Expertise
Bachelor's degree in a relevant field (e.g., math, statistics, business)
2+ years of experience in WFM
Proficiency in the WFM system and Microsoft Excel
Ability to work in a fast-paced, dynamic environment and adapt to changing priorities
Knowledge of contact center processes and metrics
Strong analytical and problem-solving skills
Strong communication and collaboration skills to work effectively with cross-functional teams
