Workforce Coordinator

We’re Looking For A(n): Workforce Coordinator 

Location: Remote

What You’ll Be Doing: The Workforce Coordinator works with all GPCC departments in support of maintaining the operational health and productivity of the department. This role monitors real-time activities and staffing levels, making resource adjustments as needed to meet expected service levels. The Coordinator also collaborates with the Scheduler and provides regular analysis on staffing, attendance, and adherence trends to support departmental decision-making. This position interfaces regularly with employees, managers, and supervisors, requiring discretion, initiative, and strong attention to detail.

• Monitors real-time volume queues, agent adherence, and staffing levels, adjusting as needed to maintain coverage and meet service level goals
• Manages time off requests and communicates approvals or denials to management to ensure timely and accurate staffing decisions
• Addresses daily requests impacting real time schedules and coordinates with management to ensure adequate coverage 
• Identifies opportunities to optimize scheduling with recommendations for overtime or VTO  
• Utilizes workforce management software and queue monitoring systems for accurate tracking and reporting
• Regularly provides management with analysis on trends impacting service goals, including changes in volume, attendance, handle times, and shrinkage
• Maintains confidentiality regarding employee scheduling, attendance, performance, and personnel information to protect sensitive employee data
• Performs other duties as assigned

Qualifications (Note: We strongly encourage you to apply even if you don’t tick ALL of these boxes.):

• Knowledge: Demonstrates an understanding of contact center KPIs and basic workforce management principles
• Technical Skills: Proficient in use of workforce management software and performing basic data analysis using Excel or Google Sheets. 
• Critical Thinking: Demonstrates strong critical thinking and problem-solving skills to proactively identify and resolve issues effectively
• Organizational and Time Management Skills: Ability to manage and prioritize multiple tasks and efficiently, maintaining accuracy and structure in day-to-day work
• Adaptability: Capacity to embrace change, remain flexible, and quickly adjust to new circumstances or priorities in a fast-paced environment
• Initiative: Proactive attitude, taking ownership of tasks and working independently with minimal supervision
• Flexibility: Willingness to work schedules as needed to meet business needs covering all hours of operation
• Communication: Ability to convey information clearly and effectively, both verbally and in writing
• Attention to Detail: Ensures accuracy and precision when managing schedules, staffing data, and reporting
• Relationship Building: Establishes and maintains effective working relationships with colleagues, supervisors, and managers
• Company Values & Environment: Contributes to a positive working environment by exemplifying the company's core values: Act Like Owners, Customers and Pets First, Share a Clear Story, Build for the Long Term, Move Fast with Discipline, Deal with Issues Directly, and Celebrate Our People
• Required Education: High School Diploma or equivalent work-related experience (2-3 years)

• Required Experience: 

  • Basic understanding of workforce management concepts including adherence, shrinkage, skill monitoring and KPI reporting
  • Contact Center Experience
  • Thorough knowledge of Windows based applications and software programs

• Preferred Experience: 

  • Prior workforce management role
  • Use of workforce management software (NICE, Verint, Genesys)
  • Use of phone software for agent monitoring (Five9, Avaya, Genesys)
  • Proficiency with basic Microsoft Office software, specifically Excel and Word
  • Google Workspace proficiency

• Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans.
• Annual bonus
• We match up to 3.5% of your 401k contributions, ensuring your retirement savings grow alongside your career.
• 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being.
• Invest in your future with our Employee Stock Ownership Plan, where company contributions fund your retirement plan with company stock. Learn more.
• Reimbursements for a portion of personal cell phone and internet usage for eligible employees.
• Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career.
• Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over $9 million to date.
• Potential for quarterly KPI bonuses.

The base salary range is $18.46-$23.08, plus bonus potential.

The posted salary range in this job posting reflects data based on California's cost of labor analysis. This salary range is subject to change per state; please click here to find the pay differential in your state of residence if the role is remote. 

Salary is based on a wide range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geographical location.