Job Details
Workforce Management Coordinator
2026-02-09 WSOL all cities,AK
Description:
Minimum of two years of experience performing WFM-related functions (specifically real-time management), preferably in a multi-department/site contact center environment.
Experience with WFM software that includes real-time adherence preferred.
Good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and ability to organize/analyze data in a structured manner.
Competency communicating with all organizational levels and building strong relationships with internal teams and customers; working as a team player in a fast-paced environment.
Ability to multi-task, be detail-oriented, meet deadlines and be accountable for performance.
Willingness and ability to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added-value.
Ability to use a keyboard and work at a computer for a large portion of the work period.
Ability to work variable hours, which may include evenings and weekends.
Benefits:
Provide a great customer and agent experience by effectively delivering real-time (intra-day) schedule management with the purpose of optimizing resources to achieve business objectives
PRINCIPAL ACCOUNTABILITIES
- Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
- Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Program Success teams to achieve service level goals / business objectives for a multi-client and multi-channel remote agent workforce.
- Maintain constant communication with Program Success teams to coordinate needed staffing adjustments based on current and forecasted results.
- Update internal and external reports. Distribute reports as instructed.
Minimum of two years of experience performing WFM-related functions (specifically real-time management), preferably in a multi-department/site contact center environment.
Experience with WFM software that includes real-time adherence preferred.
Good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and ability to organize/analyze data in a structured manner.
Competency communicating with all organizational levels and building strong relationships with internal teams and customers; working as a team player in a fast-paced environment.
Ability to multi-task, be detail-oriented, meet deadlines and be accountable for performance.
Willingness and ability to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added-value.
Ability to use a keyboard and work at a computer for a large portion of the work period.
Ability to work variable hours, which may include evenings and weekends.
Benefits:
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Short Term & Long Term Disability
- Work From Home