The WFM Coordinator is responsible for monitoring and analyzing real-time contact center performance to ensure optimal staffing levels and service levels are met. This includes monitoring and analyzing call volume, agent availability and other key metrics to make real-time adjustments to staffing and scheduling as needed. The WFM Coordinator also provides regular reports and analysis to management to help identify trends and opportunities for improvement.The WFM Coordinator will report to the WFM Lead and work closely with the customer support team to ensure that customer support is delivered in a timely and efficient manner.
Key Responsibilities
- Analyze historical data to generate accurate short term volume forecasts.
- Identify trends and patterns and recommend adjustments to improve forecast accuracy.
- Work with operations and clients to adjust forecasts based on business changes.
- Manage agents’ schedules to meet forecasted demands.
- Monitor adherence and adjust staffing plans in real-time as needed.
- Recommend shift patterns and workforce models for improved efficiency.
- Monitor real-time performance metrics, staffing levels, and service levels.
- Respond proactively to variances in forecast and staffing.
- Escalate critical issues and implement recovery plans.
- Create daily, weekly, and monthly performance and utilization reports.
- Analyze KPI trends and develop actionable insights.
- Provide data-driven recommendations to improve efficiency.
- Serve as a subject matter expert (SME) for WFM tools and processes.
- Support junior WFM staff.
- Liaise with cross-functional teams, including Operations, HR, and Training.
Skills, Knowledge & Expertise
- Bachelor's degree in a relevant field (e.g., math, statistics, business)
- 3+ years of experience in WFM
- Proficiency in the WFM system and Microsoft Excel
- Familiarity with data visualization tools (e.g., Power BI, Tableau) is a plus.
- Experience with workforce planning in a multi-site or multi-channel environment.
- Understanding of labor laws and scheduling compliance.
- Experience in capacity planning.
- Ability to work in a fast-paced, dynamic environment and adapt to changing priorities
- Excellent knowledge of contact center processes and metrics
- Excellent analytical and problem-solving skills
- Excellent communication and collaboration skills to work effectively with cross-functional teams
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