Command Center Coordinator | WFO

Cloudstaff Philippines Inc.; Angeles; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Leave and Holidays

13th month

Mid year and end of year celebration

Social club

HMO

Health and wellness

Weekly office perks

Rewards - CS Dream points

Job summary

Cloudstaff Philippines Inc. is seeking a Workforce Coordinator to manage forecast accuracy, skill matrices, and scheduling across voice, chat, and email channels.

You will monitor call volumes, analyze trends, and collaborate with the Senior Workforce Management Analyst to continuously improve forecasting and efficiency in a fast-paced contact center. This role requires strong Excel and data-analysis skills, experience with WFM tools (IEX preferred), and the ability to communicate insights

Qualifications

• 2+ years of call center experience with enterprise processes.
• Proven experience in Workforce Management, forecasting, or capacity planning.
• Hands-on experience with WFM tools (IEX preferred).
• Strong analytical skills to interpret trends and performance data.
• Proficiency in Microsoft Excel and Power BI.

Responsibilities

• Maintain and manage forecasts for accuracy and timeliness.
• Analyze forecasted volumes vs actual performance and propose improvements.
• Review forecast accuracy and identify long-term improvement opportunities.
• Ensure accurate configuration and maintenance of forecasts in IEX.
• Identify call volume trends and raise findings to leadership.
• Process and evaluate skill change requests aligning with goals.
• Maintain accuracy of skill and competency matrices.
• Communicate insights with leadership and collaborate with teams.
• Conduct regular audits of matrices for accuracy and compliance.
• Perform additional duties as assigned.

Skills

Call center experience

Workforce Management

Forecasting

Excel

Power BI

Communication

Teamwork

Tools

IEX

Excel

Power BI

Job description

Job Description

About This Job:

The Workforce Coordinator is responsible for controlling traffic across our voice, chat, and email channels. In addition to skill prioritization, forecasting and planning, this position includes identifying call volume anomalies and escalating it to the Sr. Workforce Management Analyst. This person will be required to ensure our skill matrices are updated properly and accurately along with regularly scheduled audits. They will work closely with the Sr. Workforce Management Analyst to continue to improve and optimize their forecasting practices. They will also be required to evolve with constantly changing business conditions as the business onboards new technology, partners, customer channels, work sites, and strategies.

Essential Responsibilities:

• Maintain and manage forecasts to ensure accuracy, timeliness, and alignment with departmental averages, including adjustments for systemic issues.
• Analyze forecasted volumes against actual performance and make data‑driven recommendations to improve service levels.
• Continuously review forecast accuracy and identify opportunities for refinement and long‑term improvement.
• Ensure accurate configuration and ongoing maintenance of forecasts within IEX, in alignment with overall workforce strategy.
• Identify call volume trends and anomalies and proactively raise findings to leadership.
• Process and evaluate all skill change requests, ensuring alignment with operational goals and business objectives.
• Maintain the accuracy and integrity of skill and competency matrices.
• Communicate effectively with leadership at all levels, sharing relevant day‑to‑day operational insights with the Senior Workforce Management Analyst and maintaining strong partnerships with others in the business.
• Conduct regular audits of skill and competency matrices to ensure ongoing accuracy and compliance.
• Perform additional duties as assigned.

Working Conditions

• Physical Effort & Requirements
  • Sedentary Work: Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Walking and standing are required only occasionally.
• Mental Requirements
  • Must be capable of managing stress, handling multiple priorities, working as a part of a team, have excellent written & verbal communication (English), and be fluent in mathematical disciplines.

Qualifications and Requirements

Qualifications/Requirements of the Position:

• 2+ years of call center experience including experience within roles requiring the management of complex enterprise level processes.
• Proven experience in Workforce Management, forecasting, or capacity planning within a contact center or operational environment.
• Hands‑on experience with WFM tools (IEX preferred), including forecast creation, maintenance, and configuration.
• Strong analytical skills with the ability to interpret trends, variances, and performance data to support decision‑making.
• Strong skills in Microsoft Excel and other reporting tools such as Power BI (preferred)
• Excellent organization, above‑average multi-tasking, and demonstrated ability to work in a team environment

Knowledge, Skills, and Abilities Required:

Knowledge: Acquired information, concepts, or theories through education or work experience, such as working knowledge of quantitative and qualitative research methods.

Skill: Competencies and functional skills required for the position such as verbal and written communication skills, time management skills, conflict resolution skills, etc.

Ability: An acquired or natural talent to perform an action, complete a task, or exhibit a specific behavior in certain situations, such as demonstrated ability to manage a high volume of work with conflicting priorities and deadlines, demonstrated ability to exercise judgment and discretion when handling confidential information, etc.

Perks and Benefits

• Leave and Holidays
• 13th month
• Mid year and end of year celebration
• Social club
• HMO
• Health and wellness
• Weekly office perks
• Rewards - CS Dream points