Workforce Management Coordinator

About the role

GoHiya needs a Workforce Management Coordinator to ensure dependable coverage reliability across inbound and outbound customer support, chat, email, quality, workforce, CRM, and client-service operations. The role focuses on making workflows, evidence, and next actions visible within contact center operations.

Responsibilities

• Maintain workforce status reporting to support the Workforce Management Coordinator workflow.
• Track and update current schedules and coverage records.
• Analyze workload against available capacity to ensure alignment.
• Flag coverage gaps before they impact service levels.
• Document schedule changes and ownership clearly for continuity.

Skills

• Confidently use Workload Analysis and Spreadsheet Analysis in workforce management.
• Apply knowledge of Contact Center Operations while tracking exceptions, owners, and deadlines.
• Document decisions clearly so teammates can follow the reasoning.
• Exercise sound judgment in Capacity Planning, escalating issues when necessary.

Working Standard

The role aims to deliver dependable coverage reliability through clean records, explicit ownership, timely escalation, and fewer downstream fixes.

Employment Overview

Full-time, associate-level position. 100% remote within the United States.

Pay

Base salary: $42,000–$62,000 per year.