Workforce Management Coordinator - Contact Center Operations

ATI Physical Therapy, Inc.; Oregon; Hybride; USD 32 000 - 35 000; Plein temps

Résumé du poste

ATI Physical Therapy, Inc. is seeking a Workforce Management Coordinator to support contact center scheduling, attendance tracking, and intraday staffing adjustments.

The role collaborates with WFM analysts and Operations to ensure accurate staffing and timely communication across systems. The position requires a year of related experience, strong Excel and reporting skills, and the ability to manage multiple priorities in a fast-paced environment.

Qualifications

• At least one year of experience in contact center operations, scheduling, workforce support, or a related operational coordination role
• Experience maintaining accurate records, processing requests, and managing competing priorities in a time-sensitive environment
• Experience with workforce management systems or real-time contact center support

Responsabilités

• Maintain agent schedules and process approved changes within staffing parameters
• Coordinate time-off and attendance, reconcile changes across systems
• Monitor daily workload and adjust staffing to ensure coverage and adherence
• Review WFM requests, confirm required information, respond to routine questions
• Prepare and distribute recurring and ad hoc reports, maintain dashboards and documentation

Connaissances

Attention to detail

Organizational skills

Documentation

Microsoft Excel

Outlook/Teams

Communication

Formation

High school diploma or equivalent

Associate degree or relevant coursework

Outils

Zoom Contact Center/WFM

Dayforce

Description du poste

Overview

The Workforce Management Coordinator supports contact center operations through accurate schedule administration, workforce request processing, staffing monitoring, and coordination of approved schedule changes. The Coordinator applies established guidelines to routine requests, maintains workforce records, identifies scheduling discrepancies and coverage concerns, and escalates matters requiring additional analysis or approval. This position partners with WFM analysts and Operations to support timely communication, reliable execution, and appropriate staffing coverage.

Responsibilities

• Schedule administration: Maintain agent schedules; process approved changes and exceptions; schedule meetings, coaching, training, and offline activities within established staffing parameters.
• Time-off and attendance coordination: Process approved PTO and absence-related updates, maintain accurate attendance records, reconcile changes across systems, and elevate discrepancies.
• Intraday monitoring and support: Monitor and adjusting daily workload via queues, staffing coverage, and adherence; communicate emerging risks; implement authorized staffing adjustments and document actions.
• Request intake and stakeholder support: Review and track WFM requests, confirm required information, respond to routine questions, and communicate status and completion.
• Reporting, dashboards, and data maintenance: Prepare and distribute recurring and ad hoc operational reports using established data sources and definitions. Refresh and maintain existing dashboards, filters, and reporting views; validate data for completeness and accuracy; summarize observations and flag discrepancies or notable changes for analyst review. Maintain supporting trackers and process documentation.

The duties and responsibilities described are not a comprehensive list and additional tasks may be assigned to the employee from time to time; or the scope of the job may change as necessitated by business demands.

Qualifications

Minimum Education

Required:

• High school diploma or equivalent

Preferred:

• Associate degree or relevant coursework in business, operations, analytics, or a related field

Minimum Experience

Required:

• At least one year of experience in contact center operations, scheduling, workforce support, or a related operational coordination role
• Experience maintaining accurate records, processing requests, and managing competing priorities in a time-sensitive environment

Preferred:

• Experience with workforce management systems, agent scheduling, attendance tracking, or real-time contact center support
• Experience with Zoom Contact Center/WFM, Dayforce, or comparable scheduling and timekeeping applications

Knowledge Skills and Abilities

• Strong attention to detail and ability to maintain accurate information across multiple systems
• Ability to organize and prioritize requests while meeting established deadlines
• Ability to apply documented guidelines consistently and recognize when escalation is required
• Basic understanding of staffing coverage, schedule adherence, service level, and the impact of schedule changes on available capacity
• Ability to read schedules and standard operational reports and identify discrepancies
• Working proficiency with Microsoft Excel, Outlook, Teams, and related business applications
• Clear written and verbal communication skills
• Ability to work independently on routine tasks and collaborate on issues requiring additional review
• Ability to handle employee information confidentially and follow company data-handling requirements
• Adaptability to changing priorities, systems, and workflows

Virtual Employee?

Yes

Salary Range

$23.52-$25.50