Workforce Support Coordinator
About The Position
The Workforce Support Coordinator is responsible for supporting workforce management functions within the Contact Center. This position coordinates staff scheduling, monitors coverage, and assists with staffing adjustments to ensure continuous service delivery across all contact center modalities (calls and texts). The Workforce Support Coordinator serves as an operational role during periods of high volume, staffing shortages, and/or schedule disruptions. This role requires strong organizational skills, sound judgment, and the ability to respond quickly in a fast paced, high volume environment while maintaining compliance with organizational policies and service standards. All full-time employees are required to actively participate in JCS' Milk and Honey, Matzah Mitzvah and other similar events. These events are essential to our organizational culture, and leadership participation is key to fostering team unity, supporting our values, and engaging with our community. By attending, full-time employees help set the standard for involvement and demonstrate our commitment to these meaningful traditions.
Requirements
- Bachelor’s degree in Business Administration, Psychology, Social Work, or related Human Services field, required. Equivalent experience and demonstrated skill in social services may be considered.
- Minimum of 2 years of experience in a contact center, workforce coordination, scheduling, or operations support role.
- Proficiency in Microsoft Office (Excel, Word), required
- Bilingual (English/Spanish) required
Nice To Haves
- Experience in a crisis center, healthcare, or 24/7 operation strongly preferred
- Ability to deliver feedback professionally and support staff development
Responsibilities
- Assists with intake calls by gathering required caller information, identifying presenting needs, and routing or referring individuals in accordance with established procedures.
- Ensures intake and related service data is accurately entered into the client database in a timely manner.
- Provides backup support for outreach activities, events, and related operational needs, as assigned.
- Create, maintain, and update staff schedules to ensure adequate coverage across all shifts, including evenings, overnights, weekends, and holidays
- Coordinate schedule adjustments related to call volume fluctuations, staff absences, PTO/Sick, training, and outreach events
- Track and manage schedule adherence, attendance, and punctuality
- Communicate schedule changes clearly and timely to staff
- Analyze shrinkage trends (PTO, sick leave, training) and recommend staffing pattern improvements.
- Develop and maintain workforce scheduling policies, SOPs, and escalation workflows.
- Monitor active call and text volumes to ensure appropriate staffing levels
- Assist with live coverage adjustments in collaboration with supervisors and leadership
- Coordinate break schedules and shift modifications to support service level goals
- Develop structured intraday management and surge response protocols.
- Provide workforce and scheduling support as a backup to Contact Center Supervisors
- Escalate staffing or coverage concerns appropriately and in a timely manner
- Support leadership during emergencies, service surges, or disaster response operations
- Maintain accurate workforce and scheduling records
- Assist with workforce reporting related to coverage, attendance, and staffing vacancies
- Identify staffing risks and proactively communicate findings to leadership
- Monitor and analyze service level performance trends (speed to answer, abandonment rate, response time).
- Work collaboratively with Operations, QA, Training, and HR teams
- Support onboarding by coordinating schedules for new hires and training cohorts
- Adhere to confidentiality standards, HIPAA regulations, and organizational policies
- Participate in staff meetings, trainings, and required organizational events
- Assist with operational initiatives as assigned
- Serve as a member of disaster relief or emergency response teams as needed
- Provide adherence education and workforce principles training to supervisors and staff.
- Participate in business continuity and emergency workforce planning initiatives.
Benefits
- medical and dental plans
- A generous vacation and holiday pay benefit
- 401(k) match is available
- Staff receives monthly in-service training and CEU opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
