Workforce Coordinator

Department: Care Center Internal Sales
Reports to: Care Center Manager
FLSA: Full-Time, Non-Exempt (Hourly)

Schedule

• Monday-Friday, 8-hour shift within operating hours of 7:00 AM – 8:00 PM
• Fully remote position; all necessary equipment will be provided

Benefits

• Comprehensive health plan (medical, dental, and vision coverage)
• 401(k) retirement plan with company match
• Birthday & Anniversary bonus
• Company-wide discounts
• Life insurance
• Telemedicine access
• Short & long-term disability
• Positive work environment with work/life balance and professional growth opportunities
• Mission-driven work with global impact and local roots
• Hands-on experience with industry-leading, innovative technology

About the Role

We are seeking an experienced Workforce Coordinator to join our call center Sales team. This role is responsible for monitoring real-time contact center performance, ensuring optimal staffing coverage, and supporting operational leaders through proactive workforce management. The ideal candidate has hands-on experience with the Genesys Cloud Workforce Management (WFM) module, is comfortable making independent operational decisions, and takes ownership of solving problems in a fast-paced environment. This position offers a unique opportunity to expand beyond traditional real-time responsibilities by gaining experience in forecasting, scheduling, and workforce planning.

Responsibilities

• Maintain vigilant awareness of agent schedule adherence and promptly communicate adherence concerns and outliers to contact center leadership
• Monitor the attendance line throughout the day, document employee call-ins, and communicate attendance impacts to leadership
• Review Paid Time Off (PTO) requests and approve, deny, or escalate requests in accordance with company policy and operational coverage requirements
• Assign and modify agent skills and queue memberships throughout the day to support changing business needs
• Perform proactive and retroactive adherence adjustments based on operational events and leadership direction
• Assist with occasional ad hoc reporting and workforce-related data requests
• Partner with Operations and Workforce Management leadership to maintain service level objectives and appropriate staffing coverage throughout the day

Professional Development Opportunities

• Weekly forecast creation and schedule publication
• Break, lunch, and activity code optimization
• Participation in monthly staffing meetings
• Ownership of staffing recommendations for assigned lines of business using Erlang-C staffing models
• Workforce roster maintenance and employee profile administration
• Exposure to forecasting methodology, capacity planning, and long-term workforce strategy

Requirements

• Previous experience in workforce coordination or a comparable role required
• Experience using the Genesys Cloud Workforce Management (WFM) module in a contact center environment highly preferred
• Strong understanding of schedule adherence, intraday management, and workforce optimization
• Proficiency with Microsoft Excel
• Excellent organizational, analytical, and time management skills
• Strong written and verbal communication skills

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

• Regularly required to talk or hear
• Frequently required to use hands or fingers to handle, or feel objects, tools, or controls
• Occasionally required to stand, walk, sit, reach with hands and arms, climb or balance, and stoop, kneel, crouch, or crawl
• Must occasionally lift and/or move up to 25 pounds
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus
• Noise level in the work environment is usually moderate