Workforce Management Coordinator - Contact Center Operations

Overview

The Workforce Management Coordinator supports contact center operations through accurate schedule administration, workforce request processing, staffing monitoring, and coordination of approved schedule changes.

The Coordinator applies established guidelines to routine requests, maintains workforce records, identifies scheduling discrepancies and coverage concerns, and escalates matters requiring additional analysis or approval.

This position partners with WFM analysts and Operations to support timely communication, reliable execution, and appropriate staffing coverage.

Responsibilities

• Schedule administration: Maintain agent schedules; process approved changes and exceptions; schedule meetings, coaching, training, and offline activities within established staffing parameters.
• Time-off and attendance coordination: Process approved PTO and absence-related updates, maintain accurate attendance records, reconcile changes across systems, and escalate discrepancies.
• Intraday monitoring and support: Monitor and adjusting daily workload via queues, staffing coverage, and adherence; communicate emerging risks; implement authorized staffing adjustments and document actions.
• Request intake and stakeholder support: Review and track WFM requests, confirm required information, respond to routine questions, and communicate status and completion.
• Reporting, dashboards, and data maintenance: Prepare and distribute recurring and ad hoc operational reports using established data sources and definitions. Refresh and maintain existing dashboards, filters, and reporting views; validate data for completeness and accuracy; summarize observations and flag discrepancies or notable changes for analyst review. Maintain supporting trackers and process documentation.

* The duties and responsibilities described are not a comprehensive list and additional tasks may be assigned to the employee from time to time; or the scope of the job may change as necessitated by business demands.

Qualifications

Minimum EducationRequired:• High school diploma or equivalentPreferred:• Associate degree or relevant coursework in business, operations, analytics, or a related field

Minimum ExperienceRequired:• At least one year of experience in contact center operations, scheduling, workforce support, or a related operational coordination role• Experience maintaining accurate records, processing requests, and managing competing priorities in a time-sensitive environmentPreferred:• Experience with workforce management systems, agent scheduling, attendance tracking, or real-time contact center support• Experience with Zoom Contact Center/WFM, Dayforce, or comparable scheduling and timekeeping applications Knowledge Skills and Abilities• Strong attention to detail and ability to maintain accurate information across multiple systems• Ability to organize and prioritize requests while meeting established deadlines• Ability to apply documented guidelines consistently and recognize when escalation is required• Basic understanding of staffing coverage, schedule adherence, service level, and the impact of schedule changes on available capacity• Ability to read schedules and standard operational reports and identify discrepancies• Working proficiency with Microsoft Excel, Outlook, Teams, and related business applications• Clear written and verbal communication skills• Ability to work independently on routine tasks and collaborate on issues requiring additional review• Ability to handle employee information confidentially and follow company data-handling requirements• Adaptability to changing priorities, systems, and workflows

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Salary Range