Workforce Coordinator

Characteristics of the ideal candidate:

• Has good attendance and is highly dependable, uses leave appropriately, is punctual and hardworking, and has professional appearance.
• Has good communication skills, can multitask, pays attention to detail, and can handle stressful situations.
• Is a TEAM player- providing positive and appropriate feedback and support to coworkers, teammembers, supervisors, and agency representatives.
• Participates in and completes periodic training as required.
• Attends and participates in all assigned meetings, sharing ideas, discussing issues openly and honestly.
• Mentors, trains, and provides guidance to staff to ensure their success and is willing to learn from others. 
• Is flexible with work schedule and location, and is able to adjust to changes quickly. 
• Displays conduct at all times that enhances the image of the people supported and the company.
• Is a self-starter, meets timelines/ due dates and completes assigned duties, recognizes coworkers' workload and things that need to be done, and assists as needed without   constant supervision.

Key Responsibilities include:

• Scheduling and forecasting: Coordinating staff schedules, including managing staff working from home and addressing emergency staffing needs. Produce staffing forecasts for the organization by incorporating key business drivers, business initiatives and changes in assumptions.
• Workforce activity coordination: Coordinating deployment and operational activities for the center’s operation including, but not limited to, creation of agent schedules, contributing to managing overtime, managing reporting of service levels and other performance indicators.
• Workforce planning sessions: Organizing and leading workforce planning sessions, including scheduling, communication, and presentation development.
• Data Collection & Analysis: Collecting and analyzing data related to workforce planning, such as workforce demographics, skill gaps, and performance metrics.
• Reporting & Evaluation: Ensure accurate reporting of key business metrics throughout the organization.
• Internal client relations: Managing internal client relations, including responding to inquiries and providing information related to his area.
• Collaboration: Working collaboratively with other departments, such as Human Resources, Recruitment and Operations to achieve organizational goals. 
• Monitor compliance: Ensuring compliance with relevant regulations and policies, identifying and addressing potential risks, and participating in continuous improvement efforts. Manage the workforce platform and any configuration changes based on employee legislation or business demands.
• Program Support: Providing administrative and logistical support for workforce development programs or projects. 
• Coordinates the Workforce Management department: Coordinate the efforts of RTAs and provide them the support needed for activity monitoring, including implementation of intra-day strategies to ensure service levels are met and staffing resources are properly allocated.

Qualifications:

• Proven experience working with WFM applications and software.
• Experience working with Call Center scheduling software required.
• Minimum 3 years experience in a similar position or field.
• Strong computer skills (e.g., Microsoft Office, scheduling software, HRIS).
• Great communication skills including verbal, written and presentation skills.
• Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.
• Problem-solving skills: To address staffing issues and find solutions.
• Knowledge of Guatemalan labor regulations and laws.
• Studies in business administration, human resources, industrial engineering or related field is a plus.
• Experience handling Five9 or Avaya CMS systems is a plus.