The Coordinator manages staffing forecasts, scheduling processes, and real-time workforce adjustments in a contact center. They analyze trends, report metrics, and support operational efficiency through collaboration and effective communication.
When you join Accurate Background, you’re an integral part of making every hire the start of a success story. Your contributions will help us fulfill our mission of advancing the background screening experience through visibility and insights, empowering our clients to make smarter, unbiased decisions.
The Coordinator, Workforce Management Client Services plays a critical role in ensuring operational efficiency within a multi-channel contact center. This position is responsible for developing and managing short- and long-term staffing forecasts, maintaining scheduling processes, and overseeing real-time workforce adjustments in response to unexpected events. The coordinator ensures accurate reporting of performance metrics, analyzes call center trends, and provides actionable recommendations to leadership. Success in this role requires strong analytical skills, effective communication, and the ability to balance deadlines with organizational priorities while fostering collaboration across teams.
Responsibilities
- Support organizational capacity planning needs by managing short and long-term volume forecasts and staffing model results
- Meet with management to review staffing models and future forecasts; make recommendations for improvement as needed
- Operate the internal processes, scheduling templates, user profiles, rule sets, auto scheduler functions, to support efficient scheduling
- Oversee real time response to events and incidents such as technical outages, application failures, unanticipated facilities closures (safety related) and escalates to management when needed
- Ensure reports showing key efficiency, performance, and quality metrics are accurate and available
- Analyze and forecast real-time patterns for multiple agent skills associated with varying call types to drive efficiency and productivity
- Identify, evaluate and report call center trends and differentiate between workflow, technical, external, or staffing
- Support a team environment through regular contact, communication and meetings with staff and the management team
- Review reporting and communications to ensure accuracy and clarity
Qualifications
- Experience creating and managing staffing models and staff schedules for multi-channel contact center organizations
- Familiarity with standard contact center workforce management tools, experience with RingCentral/CXOne specifically is a plus
- Advance Excel skills
- 2+ years of demand forecasting, capacity planning, and scheduling experience
- Experience developing and generating call center workforce plans, analysis, and schedules to maximize efficiency
- Experience with contact center scheduling and workforce management solutions
- Strong decision making, complex problem solving, and excellent communication skills
- Ability to build genuine relationships quickly
- Ability to prioritize and meet tight deadlines
- Accustomed to making sound and timely recommendations based on diverse data
- Intermediate skills using the Microsoft Office Suite
The Accurate Way:
We offer a fun, fast-paced environment, with lots of room for growth. We have an unwavering commitment to diversity, ensuring everyone has a complete sense of belonging here. To do this, we follow four guiding principles – Take Ownership, Be Open, Stay Curious, Work as One – core values that dictate what we stand for, and how we behave.
Take ownership.
Be accountable for your actions, your team, and the company. Accept responsibility willingly, especially when it’s what’s best for our customers. Give others every reason to trust you, believe in you, and count on you. Rise to every occasion with your personal best.
Be open.
Be open to new ideas. Be inclusive of people and ways of doing things. Make yourself accessible and approachable, and communicate with genuineness, transparency, honesty, and respect. Embrace differences.
Stay curious.
Stay curious even as you move forward. Tirelessly ask questions and challenge the status quo in your pursuit of new ideas, ways to solve problems, and to continually grow and improve.
Work as one.
Work together to create the best customer and workplace experience. Put our customers and employees first—before individual or departmental agendas. Make sure they get the help they need to succeed.
About Accurate Background:
Accurate Background’s vision is to make every hire the start of a success story. As a trusted provider of employment background screening and workforce monitoring services, Accurate Background gives companies of all sizes the confidence to make smarter, unbiased hiring decisions at the speed of demand. Experience a new standard of support with a dedicated team, comprehensive technology and insight, and the most extensive coverage and search options to advance your business while keeping your brand and people safe.
Special Notice:
Accurate is aware of schemes involving fraudulent job postings/offers and/or individuals or entities claiming to be employees of Accurate. Those involved are offering fabricated employment opportunities to applicants, often asking for sensitive personal and financial information. If you believe you have been contacted by anyone misrepresenting themselves as an employee of Accurate, please contact [email protected].
- Please be advised that all legitimate correspondence from an Accurate employee will come from "@accurate.com" email accounts.
- Accurate will not interview candidates via text or email. Our interviews are conducted by recruiters and leaders via the phone, Zoom/Teams or in an in-person format.
- Accurate will never ask candidates to make any type of personal financial investment related to gaining employment with the Company.
Top Skills
Ringcentral,Cxone,Microsoft Office
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