Remote Workforce Planner – Real-Time Call Center

Allied Benefit Systems; Chicago (IL); Remote; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life and disability insurance

Generous paid time off

Tuition reimbursement

Employee assistance program (EAP)

Technology stipend

Job summary

Allied Benefit Systems is seeking a Workforce Coordinator to monitor real-time contact activity and optimize staffing for a high-volume, multi-channel call center. The role emphasizes scheduling, forecast modeling, and intra-day adjustments to meet service levels and business goals.

The ideal candidate has 1–2 years of call center experience, strong Excel skills, and familiarity with scheduling software. This is a remote-friendly position with a focus on cross-functional collaboration within a

Qualifications

• 1–2 years call center experience required.
• Resource management experience in a multi-channel center.
• Microsoft Excel proficiency required.

Responsibilities

• Monitor real-time contact activity and agent adherence; document absenteeism and fill gaps.
• Collaborate with leadership on statistics: production, adherence, hold times, service levels.
• Analyze staffing and recommend real-time and scheduled adjustments.
• Backfill reporting functions and ensure daily/weekly/monthly reports are produced.
• Escalate issues and coordinate resolutions with Allied teams.
• Promote process improvements to boost efficiency.

Skills

Call center experience

Resource planning

Excel proficiency

Benefits administration

Scheduling software knowledge

Education

High school diploma

Tools

Nice inContact CX One

Job description

Allied Benefit Systems is seeking a Workforce Coordinator to monitor real-time contact activity and optimize staffing for a high-volume, multi-channel call center. The role emphasizes scheduling, forecast modeling, and intra-day adjustments to meet service levels and business goals.

The ideal candidate has 1–2 years of call center experience, strong Excel skills, and familiarity with scheduling software. This is a remote-friendly position with a focus on cross-functional collaboration within a