Workforce Management Coordinator

Common Ground•Pontiac, MI

3h•Remote

About The Position

The ideal MiCAL Workforce Management Coordinator is analytical, detail-oriented, and thrives in a fast-paced environment where priorities can shift quickly. You enjoy solving complex staffing challenges, using data to drive decisions, and collaborating with leaders to ensure the right resources are in the right place at the right time. You are comfortable working independently while supporting a fully remote, 24/7 crisis contact center operation. Common Ground is one of the top-ten crisis intervention organizations in the country. For over 50 years we have been helping people move from crisis to hope. At Common Ground, we help individuals and families who are experiencing crises of any kind, from suicide to substance use, human trafficking, mental illness and more.

Requirements

Permanent year-round Michigan residency (required)
Bachelor's degree or an equivalent combination of education and work experience.
Previous experience with workforce planning using workforce management software (required)
Ability to interpret workforce data and apply insights to operational decision-making.
Advanced computer skills and proficiency including Microsoft Excel and spreadsheet analysis (required)
Ability to work independently and collaboratively in a virtual environment.
At-home high-speed internet meeting minimum requirements and a private, distraction-free home office (required)

Nice To Haves

Experience with NiCE Workforce Management software (highly preferred)
Experience using forecasting tools and methodologies (highly preferred)
Familiarity with call center technologies and reporting (preferred)

Responsibilities

Build and manage staff schedules while monitoring real-time service levels and queue performance.
Make intra-day staffing adjustments and coordinate coverage for call-offs, PTO, and operational needs.
Develop staffing forecasts and workload projections to support daily operations and long-term planning.
Analyze workforce data and trends to improve efficiency and support budgeting, projects, and special initiatives.
Maintain workforce schedules, calendars, and staffing systems while coordinating trainings and non-contact activities.
Create and distribute workforce reports and provide guidance to leaders and staff on WFM processes and schedules.
Troubleshoot workforce management and scheduling system issues while partnering with leadership and vendors on resolutions.
Support a collaborative, mission-driven environment through effective communication, confidentiality, and special project support.