Workforce Coordinator Job Description

Workforce Coordinator Job Description

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Workforce coordinator provides clients with potential solutions to typical challenges encountered in a call center environment: seating, call routing, workforce scheduling, results reporting.

Workforce Coordinator Duties & Responsibilities

To write an effective workforce coordinator job description, begin by listing detailed duties, responsibilities and expectations. We have included workforce coordinator job description templates that you can modify and use.

Sample responsibilities for this position include:

Produce manpower forecasts for the Customer Care organization by incorporating key business drivers, business initiatives and changes in assumptions
Ensure accurate reporting of key business metrics throughout Customer Care
Serve as point of contact regarding Resource Desk operations for both internal and external customers and business partners
Monitors all offline activities (ie
Facilitates regular meetings with call center management
Participates in the maintenance of IVR-related tasks
Serve as a mentor
The Coordinator, Workforce Operations, possesses advanced knowledge in the following key functional areas
The Coordinator, Workforce Operations is responsible for coordinating deployment and operational activities for contact center(s) operations including, but not limited to, creation of agent schedules, contributing to managing overtime, managing service levels, and intra-day performance-including re-forecasting
Create and maintain calendars – event and training calendars, recruitment calendars

Workforce Coordinator Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Workforce Coordinator

List any licenses or certifications required by the position: UA, PGD, NCCER, OT, PT, RN, CANS, CPR, SWP, AWS

Education for Workforce Coordinator

Typically a job would require a certain level of education.

Employers hiring for the workforce coordinator job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Education, Business, Business/Administration, Associates, Human Resources, Management, Public Administration, Marketing, Communication, Communications

Skills for Workforce Coordinator

Desired skills for workforce coordinator include:

Business
Call center operations
Microsoft Office
Operational processes within a call center
Workforce management environment
CMS
Avaya CMS
Call Routing
Excel
Mortgage lending/servicing industry

Desired experience for workforce coordinator includes:

The successful candidate will be self-motivated, enthusiastic, creative, analytical problem solving individual contributor who is able to work with minimal supervision and possess excellent interpersonal and communication skills, superior time management abilities
Assist in the development of presentation decks
Responsible for general office administration
Attend meetings and prepare meeting minutes
Supports the maintenance of the STS Shared drive and SharePoint sites
Maintains the process mapping repository

Workforce Coordinator Examples

1

Workforce Coordinator Job Description

Job Description Example
Our growing company is looking for a workforce coordinator. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for workforce coordinator
  • Act as a primary back up for Europe operations for the above activities
  • Liaise with Managers, Suppliers and internal departments as necessary
  • Process background checks, system amendments, extensions, updates, using CWM software
  • Cross train to provide back up support and coordination for Professional Services Program including Statements of Works (SOWs) and On-boarding activities
  • Assist CWM Program Office with Special Projects and Reports including Compliance Activities
  • Respond to general inquires triage and assign email and voice inquires
  • Attend and participate in weekly and quarterly meeting meetings
  • Process OCONUS new hires
  • Coordinate travel arrangements for OCONUS employees
  • Assist with coordination of class/training schedule
Qualifications for workforce coordinator
  • Ability to multi-task and maintain composure under pressure
  • Must be able to maintain a high degree of productivity, accuracy and sense of urgency
  • Coordination paperwork as required for various contract needs such as CAC cards, visas, passports, security clearances
  • Process OCONUS employee expense reports and training timesheets
  • Maintain personnel files for contract personnel
  • Process Weapons Packets
2

Workforce Coordinator Job Description

Job Description Example
Our company is growing rapidly and is looking for a workforce coordinator. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for workforce coordinator
  • Notify appropriate departments of personnel changes
  • Ensure delivery of materials/supplies for deployed personnel
  • Monitor real-time performance needs, identify opportunities, report, and take action on areas for improvement
  • Compile and distribute daily reports
  • Maintain capacity planning models
  • Ensure accurate reporting and archival of all performance data
  • Ensure that appropriate documentation is completed and recorded in line with policy and procedures
  • Act as change agent by suggesting and helping to implement process improvements
  • Coordinate real-time scheduling of team meetings, supervisor coaching sessions, training and other scheduled activity
  • Assist in monitoring of sick calls, tardiness
Qualifications for workforce coordinator
  • Proven experience working with WFM applications IEX (preferred), Aspect, Verint, Pipkins, Genesys, preferred
  • Experience working with Call Center Scheduling Software required
  • Experience in Aspect eWorkforce strongly preferred
  • Demonstrated proficiency with E-WFM software
  • Minimum 4 years experience in office management/personnel recruiting
  • You have exceptional communication skills including verbal, written and presentation skills
3

Workforce Coordinator Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of workforce coordinator. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for workforce coordinator
  • Manage the workforce platform and any configuration changes in employee legislation or business demands
  • Implement and manage overtime and voluntary time off programs
  • Develop Intra-day strategies to ensure service levels are met and staffing resources across all of Customer Care sites are utilized optimally
  • Perform root cause and “what if” analysis in order to determine the best strategy for meeting Service Levels and cost goals
  • Interface with local operations in coordinating floor activities such as team meetings, training, overtime/coverage process, and schedule changes
  • Must maintain a high level of confidentiality with employee records, projects and other company restricted information
  • Coordinate with various organizations regarding staffing levels issues affecting production
  • Prepare all documents according to company’s demands, policies and procedures of Mondelēz of local Labour legislation
  • Prepare all necessary paper documentation (disciplinary, orders, labour agreements, labour books, time tables, vacation schedules, shift patterns)
  • Ad hoc LR reports, copies of labour book at request
Qualifications for workforce coordinator
  • Excellent communication skills, strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
  • Minimum 1-2 years work experience in HR area – previous experience in Shared Service
  • Knowledge ofHR Policies & Procedures, Polish Labor Law, Comfortable using/accessing multiple systems, Effective use of tools and resources
  • Must to be able to maintain and retain confidentiality of data, protection of workforce data in the roles
  • Integrity of data and held to a higher standard
  • Years of contact center operations experience
4

Workforce Coordinator Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of workforce coordinator. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for workforce coordinator
  • Prepare documents for issue of pension insurance cards
  • Support, coordinate, and track orientation and training programs
  • Support, coordinate, and track performance reviews
  • Assist in enhancing current workforce systems
  • Ensure accountability with all teams with documentation including new hire safety and training
  • Support the employee life cycle
  • Works as a team with call center supervisors, TLs
  • Develop strategies (e.g., scheduling supplier calls, hiring conferences, on-boarding new suppliers, ) to address any issues with finding/hiring qualified candidates
  • Process hires/conversiona/terminations of contingent workforce personnel, ensuring all proper documentation is executed and filed correctly, and contingent workforce is properly input into relevant systems (Workday, VMS, Ultipro, ) to begin work as scheduled
  • Organize correspondence and email
Qualifications for workforce coordinator
  • Working knowledge of relational databases, MS Access, & SQL
  • Balance multiple planned and unplanned requests and consistently meet deadlines
  • Able to multi-task while working in a fast-paced environment with minimal supervision
  • Knowledge of queuing theory, call center metrics, and forecasting processes
  • Knowledge of contact services industry and best practices
  • Verbal and written communication skills to analyze, interpret and address customer needs
5

Workforce Coordinator Job Description

Job Description Example
Our growing company is looking to fill the role of workforce coordinator. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for workforce coordinator
  • Responsible for monitoring and assisting in the daily activities of the Customer Service Unit, including CMS
  • Coordinate complex after-issue service requests with the production units, such as New Business, Contract Change, Title and Claims
  • Shift Schedule TBD (To Be Determined)
  • Ensure adherence to key metrics for ACD, AOD and blended services
  • Forecast contact volume and staffing requirements
  • Work with the Customer Service Supervisors to determine optimal work schedules and coordinate the effective scheduling of department meetings, training sessions, and vacations
  • Serve as liaison between the department and IT regarding system issues, licensing, hardware, and etc
  • Utilize workforce management (WFM) tools, trend indicators, staff planning schedules, workload distribution and data reporting
  • Manage the VRU messages related to various services
  • Maintain the relationship, contracts, and reporting for all customer service technology vendors
Qualifications for workforce coordinator
  • Ability to use logic and problem-solving skills to resolve issues, navigate between dual monitors, familiarity with time zones
  • Experience at a representative level working in a comprehensive call center operation
  • 1+ year experience at a customer service representative or higher level in a call center operation required
  • Experience in the telecommunications industry required
  • Capacity to show sound judgment in accomplishing specified job duties
  • Ability to use scheduling and workforce management software (Aspect and real-time adherence software)

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