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Remote Workforce Coordinator 

Location Remote, United States  


The Workforce Coordinator monitors real-time adherence within the Customer Care Center. In addition, this position assists the Workforce Manager with overall call center workforce management and reporting activities including: forecasting, scheduling, historical, custom, and ad hoc reporting. The Workforce Coordinator will complete training on the Interactive Intelligence system and will administer it to meet the business goals.


  • Monitor call volume demands across inbound and outbound workgroup queues while flexing staff accordingly and adjusting to meet interval/daily service level goals.
  • Create and manage outbound Voice and Text campaign daily dialer files, while monitoring calls per hour to ensure completion of all campaigns by close of business.
  • Work closely with IT/telecom/telephony to identify any technical issues; determine root cause and provide updates to call center leadership.
  • Monitor and adjust call routing when workforce activities and center performance and identify actions to take in order to assure Service Level goals are met.
  • Monitor staff adherence to work schedules
  • Compare call forecasts with actual results to examine variances, proactively identify scheduling gaps and offer solutions to close them.
  • Work as back up for Workforce Manager:
    • Assist with creating schedules for call center agents to handle workload while meeting performance targets, addressing shift needs, schedule availability, and off phone time (breaks, lunch, training, vacation, etc.).
    • Create short and long - term forecast using historical and seasonal call patterns.
    • Create and maintain performance reports and client-specific reports.
    • Assist with performance analysis for accurate and timely reporting to support business processes, decision-making and effective management of the Call Center.
    • Assist with performance analysis of daily/weekly/monthly/quarterly/annual results for the call center.
  • Assist with bi-annual shift bids
  • Perform other duties as assigned by Workforce manager or Call Center management
  • Regular and reliable attendance required
Position Requirements


  • Minimum 1 year experience with a workforce management scheduling software (IEX, eWFM, Blue Pumpkin) etc..
  • Minimum 2 years in call center environment
  • Strong mathematical , analytical and decision making skills
  • Must be able to handle multiple task in a fast-paced ever changing environment.
  • Ability to apply well developed time management skills to define priorities and implement activities to meet requirement and deadlines.
  • Strong working knowledge of Microsoft Excel


  • High school diploma required
  • Bachelor’s Degree preferred


  • Basic skills including but not limited to addition, subtraction, multiplication and division of whole numbers, decimals, and fractions



  • Ability to periodically lift 20 pound boxes of paper
  • Must be able to sit for prolonged periods of time
  • May frequently be required to stand, walk, use hands, reach, stoop, kneel or bend, talk, or hear


  • Moderate to loud noise level
  • Fast paced and positive
  • Employee may be required to furnish mobile services and devices necessary to receive business communications on a continual basis; including voice, text, email, and ability to connect to ABC’s enterprise email server
Relocation Assistance  
Travel Requirements  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.  

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