Workforce Coordinator

Global IID Parent LLC•Chester, VA

22h•Remote

About The Position

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.

Requirements

Previous experience in workforce coordination, or in 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.

Nice To Haves

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.

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.