WFM Operations Coordinator - Staffing and Scheduling Pro

Stuller, Inc.; Lafayette (LA); Sur place; USD 52 000 - 68 000; Plein temps

Résumé du poste

Stuller, Inc. is seeking a Workforce Management Operations Coordinator for its Customer Experience team in Lafayette, LA. The role focuses on daily workforce management, staffing coverage, and real-time performance to sustain excellent customer service.

You will collaborate with leadership, Learning & Development, and QA to optimize schedules, train staff, and communicate changes. Strong analytics, communication, and confidentiality are essential.

Qualifications

• Two+ years of experience in contact center operations, scheduling, or related role.
• Experience coordinating schedules and handling multiple stakeholders.
• Proficiency with Excel, Outlook, and Teams; strong organizational skills.
• Ability to interpret standard operational reports and escalate issues.

Responsabilités

• Coordinate daily workforce management activities across assigned contact center teams.
• Maintain accurate employee schedules in the WFM system with approved changes.
• Monitor real-time staffing, volumes, service levels, and adherence to plan.
• Coordinate routine intraday schedule adjustments and communicate actions.
• Review and process scheduling requests per policies and approval steps.
• Partner with leaders to schedule training, coaching, and meetings.
• Prepare and distribute standard workforce reports and updates.
• Research scheduling discrepancies and coordinate corrections with partners.
• Maintain accurate workforce records and process documentation.
• Respond to questions about schedules and available tools.
• Track outstanding requests and ensure timely resolution.
• Identify recurring challenges and suggest process improvements.
• Support implementation of workforce tools and scheduling practices.
• Handle employee and business information with discretion.

Connaissances

Excel

Outlook

Teams

Organizational skills

Time management

Communication

Interpreting reports

Stakeholder coordination

Problem-solving

Adaptability

Formation

Associate’s or Bachelor’s degree in business/operations

Outils

Verint

Five9

MS Office Suite

Excel/Outlook/Teams

Description du poste

Stuller, Inc. is seeking a Workforce Management Operations Coordinator for its Customer Experience team in Lafayette, LA. The role focuses on daily workforce management, staffing coverage, and real-time performance to sustain excellent customer service.

You will collaborate with leadership, Learning & Development, and QA to optimize schedules, train staff, and communicate changes. Strong analytics, communication, and confidentiality are essential.