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Job Description
The Workforce Coordinator is responsible for controlling traffic across our voice, SMS, chat, and email channels. In addition to skill prioritization, forecasting and planning, this position includes identifying call volume anomalies and escalating it to the Sr. Workforce Management Analyst. This person will be required to ensure our skill matrices are updated properly and accurately along with regularly scheduled audits. They will work closely with the Sr. Workforce Management Analyst to continue to improve and optimize their forecasting practices. They will also be required to evolve with constantly changing business conditions as the business onboards new technology, partners, customer channels, work sites, and strategies.