Workforce Coordinator

hace 3 semanas

El Jacal, México Speed FC Cart.com A tiempo completo

**We’re Hiring: Workforce Real-Time Coordinator**Are you a **detail-oriented problem solver** with a knack for **real-time workforce management**? We’re looking for a **Workforce Real-Time Coordinator** to ensure **optimal staffing, service levels, and efficiency** in our fast-paced call center environment.**What You’ll Do**- **Monitor real-time traffic** and ensure adherence to **SLAs**.- Adjust **schedules and resources dynamically** to match call volume.- Generate **intraday reports** and keep management updated on operations.- Work closely with **operations and leadership** to maintain coverage and productivity.- Track **attendance, adherence, and agent performance** in real time.- Identify and escalate **service-impacting issues** for quick resolution.- Analyze call trends and provide **data-driven recommendations** for long-term forecasting.- Support **team leads and managers** with workforce-related adjustments.- Maintain **accurate workforce management system data**.- Ensure compliance with **labor laws and internal scheduling policies**.**What You Bring to the Table**- Proficiency in **workforce management systems** (e.g., NICE, Verint, Aspect).- Strong skills in **real-time monitoring and service level management**.- **Analytical mindset** for quick decision-making and operational adjustments.- Clear and effective **communication** with agents and leadership.- Ability to interpret and generate **intraday reports and forecasts**.- Experience in **scheduling, adherence tracking, and attendance management**.- Understanding of **e-commerce customer service operations**.- Highly **organized and detail-oriented** approach.**What We’re Looking For**- Bachelor’s degree or **equivalent experience** in workforce management or operations.- 2+ years of experience in **real-time workforce coordination** for a call center.- Knowledge of **call center metrics** (ASA, occupancy, abandonment rates, etc.).- Experience supporting **e-commerce or retail customer service teams**.- Strong understanding of **labor laws and scheduling compliance**.Pay: $20,000.00 - $30,000.00 per monthAbility to commute/relocate:- 76180, El Jacal, Qro.: Reliably commute or planning to relocate before starting work (required)**Language**:- English (required)Work Location: In person

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