Global Workforce Coordinator Position
2 days ago
This position is responsible for global workforce planning and real-time contact management across six international customer contact locations, covering voice, messaging, social, email, and back-office functions.
Key Responsibilities:- Forecast and schedule staffing needs across all contact channels and regions.
- Monitor and adjust real-time resource allocation to meet service levels.
- Manage demand fluctuations, including during disruption or emergency events.
- Collaborate with Command Centre and tech platforms (AWS, Verint, Conversocial) to align resources.
- Oversee global case handling across systems (e.g., Astral, Estute).
- Track and report on agent adherence, occupancy, productivity, and performance.
- Lead operational readiness planning and contingency simulations.
- Provide daily/weekly/monthly performance reports and insights.
- Support contact centre partners with scheduling and performance management.
- Third-level degree in Business, Economics, Commerce, or equivalent experience.
- Proven experience in workforce management within a large contact centre.
- Strong people management and stakeholder engagement skills.
- Hands-on knowledge of contact centre tools (AWS, Verint, telephony platforms).
- Advanced proficiency in Excel and reporting tools.
- Excellent analytical, communication, and problem-solving skills.
- Flexible, proactive, and capable of working independently and in teams.
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