Workforce Management Coordinator

To ensure optimal service levels in a fast-paced environment, the full-time Workforce Management Coordinator will manage real-time operations and resource optimization for a Service Contact Center, making intra-day staffing adjustments and monitoring performance remotely. Key responsibilities Monitor daily workload volumes and communicate with leadership based on business needs Analyze current and historical performance trends to conduct real-time re-forecasting and align with business objectives Manage workforce schedules in WFM software, including updates for exceptions, absenteeism, and shift changes Required qualifications 1-3 years of relevant experience managing scheduled and intraday adjustments Strong proficiency in Excel and experience using Tableau for operational or performance reporting Proficient in NICE for schedule management and exception handling Ability to thrive in high-pressure environments and adapt to shifting priorities Strong analytical and technical skills with the ability to interpret data for informed decision-making