Workforce Coordinator, Absence

Role Description

The Workforce Coordinator is responsible for supporting the daily operations of the contact center by assisting with the planning, scheduling, and monitoring of resources to ensure service levels and operational goals are met. This individual will report to the Absence Resources Workforce Manager and collaborate closely with contact center staff and leadership. The ideal candidate is detail-oriented, proactive, and comfortable working in a fast-paced, customer-focused environment.

• Provide administrative and clerical support to Absence Resources.
• Monitor live operational data including contact volumes, queue activity, agent status, and service level performance.
• Assist with the development and maintenance of agent schedules, including updates, changes, and exceptions.
• Coordinate and track shift swaps, voluntary and involuntary time off, and extra hours requests.
• Generate and distribute daily WFM reporting to relevant stakeholders.
• Support onboarding and offboarding activities from a WFM perspective in partnership with Operations.
• Coordinate with Operations, HR, Payroll, and other departments as needed on WFM-related activities.
• Perform data entry and organize or review operational data to ensure accuracy and integrity.
• Other duties as assigned.

Qualifications

• Education: High school diploma or equivalent required, Bachelor’s degree in related field preferred.
• Experience in a WFM department or contact center environment preferred.
• Experience with Genesys Cloud or a comparable WFM/CCaaS platform preferred.
• Intermediate proficiency in Microsoft Office Suite, particularly Word and Excel.
• Strong written and verbal communication skills.
• Critical thinking skills with the ability to gather information, evaluate options, and implement effective solutions.
• Detail-oriented with strong organizational skills and the ability to manage multiple priorities.
• Self-motivated and results-driven with a strong sense of accountability.
• Reliable, dependable, and demonstrates consistent attendance.
• Collaborative team player with a willingness to learn and grow.

Benefits

• Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more.
• The salary range for this position is $20.00/hr - $21.50/hr USD.