Workforce Management Coordinator - Rancho Cordova, CA

The Workforce Management (WFM) Coordinator is responsible for providing critical support to the contact center operations by executing MAXIMUS corporate WFM best practices, including, but not limited to, optimized scheduling, work allocation, real time management, WFM performance management, and network allocation. 

• Create and maintain contact center shifts and schedules based on the tactical call forecast in WFM platform
• Monitor all contact center queues and revise schedules in real-time to accommodate absenteeism, unexpected fluctuations in volume and changes to team schedules
• Monitor service levels and productivity throughout each day and propose adjustments to work schedules to the WFM Manager when needed
• Conduct analysis and recommend solutions to real time performance issues
• Check arrival pattern shifts and measure forecasting, accuracy and schedule effectiveness to ensure performance goals are met 
• Provide feedback for the long-range forecasts for both call volumes and staff to ensure service goals are met
• Propose optimal use of voluntary time off and overtime to the WFM Manager to achieve performance targets and, upon approval, notify supervisors and adjust schedules
• Process PTO approvals and update schedules as necessary
• Process all attendance issues, adjust schedules as necessary and elevate risk created by attendance issues
• Update WFM platform to capture new hires, attrition, and monitor shrinkage
• Provide training to supervisors in the use of WFM platform functions and interpretation of the data presented by the WFM platform
• Perform other duties as assigned by leadership

• High School Diploma or GED completion required
• Associates Degree preferred
• 3 years of related work experience required
• Excellent knowledge of workforce management calculations, technologies and key performance indicators
• Proficient in the use of Microsoft Office products
• Excellent organizational, written, and verbal communication skills
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment
• Ability to work as a team member, as well as independently

 Apply Now