
Workforce Coordinator
3 days ago
Job Title: Workforce Coordinator
We are seeking a highly skilled Workforce Coordinator to join our team. This role will be responsible for managing and forecasting customer contact volumes across multiple channels, scheduling and optimising staffing to meet demand, and collaborating with global teams to ensure smooth operations.
Key Responsibilities:
- Manage and forecast customer contact volumes across multiple channels (voice, messaging, social media, email, back-office) over a 7-day period.
- Schedule and optimise staffing to meet demand with a focus on efficiency and quality.
- Understand seasonal demand patterns and adapt plans during disruptions.
- Collaborate with global teams and use technologies such as telephony systems, AWS, and customer engagement platforms.
- Lead communication and response protocols for emergencies and disruptions.
- Monitor real-time staffing, adherence, and case management to ensure smooth operations.
Qualifications & Skills:
- Degree in Business, Economics, Commerce or equivalent experience.
- Experience managing teams in a contact centre environment.
- Strong analytical, decision-making, and problem-solving skills.
- Familiarity with contact centre technology (e.g., AWS, Verint).
- Proficient in Microsoft Office and reporting tools.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Positive attitude with strong organisational skills.
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