Workforce Management Coordinator
Image Icon Albania · Tirana
Category IT & Security
Full time

Key Responsibilities:

The WFM Coordinator is responsible for:

  • The Workforce Management Coordinator is a member of the Workforce Management Team providing WFM support for multiple business units within the client
  • The WFM Team drives the execution of strategy to achieve our client’s quantitative and financial objectives
  • The key responsibilities of this role will be maintaining historic data and trending, producing accurate volume forecasts, and managing real-time behaviors such as adherence, occupancy, utilization
  • The successful candidate will be a powerful team player and will be known as an active participant in process innovation and efficiency.
  • Manage a team of Mission Controls (real-time monitoring)
  • Oversee and maintain the Workforce Management (WFM) tools utilized for forecasting and scheduling. Appropriately forecast and account for growth due to seasonal variations and special events.
  • Provide clear communication of the forecasted workload, changes, assumptions, inputs, etc. to the Responsible and department supervisors.
  • Data analysis, trending, and preparation of hourly, daily, and campaign performance reports.
  • Plan and schedule approved off-phone activities to ensure SL objectives are met.
  • Support the development of intra-day, end of day, weekly and monthly reports that provide insight into contact volume trends
  • Maintain confidentiality relative to organizational strategies, objectives, and practices.
  • Manage metrics and reports in real-time
  • Analyze strategies to achieve the objectives ( KPI ) ;
  • Monitor real-time staffing Adherence Alerts, real-time ACD agent work state reports
  • Ownership & administration of intraday schedule changes
  • Optimizes FTE and Staffing expenses to reduce cost per call and increase agent utilization and call-per-hour metrics
  • Actively involved in process improvement and KPI development
  • Coordinate and interact with internal and external integrated partners regarding real-time performance, making adjustments where necessary to balance client and operational goals
  • Provide clear and tactful communication to Client Delivery Management, Client Account Managers, and Client Teams
  • Develops and presents analytical reporting using available data understanding the needs of stakeholders at differing levels of authority (from agent to executive team)
  • Other duties as assigned



  • Bachelor's degree
  • 1-3 years of knowledge and experience with call center workforce management programs
  • Excellent usage of MS Office
  • Fluency in English, understanding the Italian language
  • Communication Skill (Oral and Written)
  • Interpersonal skills
  • Leadership
  • Analytical & Mathematical Skills
  • Problem-solving skills
  • Time Management
  • Scheduling & Planning Skills
  • WFM Processes & Settings Knowledge
  • Management and critical thinking skills


Interested? To apply send your CV at: until 1/11/2022

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