Workforce Management Real Time Coordinator

Ferguson Enterprises; Myrtle Point (OR); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading organization in workforce management is seeking a candidate for a remote role focusing on monitoring and optimizing staffing levels within contact centers. Ideal candidates should have 1–3 years of experience in Workforce Management, strong analytical skills, and proficiency with relevant WFM tools. This position offers a competitive hourly wage and a comprehensive benefits package, emphasizing employee well-being and career growth.

Benefits

Comprehensive benefits package

Flexible work location

Career advancement opportunities

Qualifications

• 1–3 years of Workforce Management or contact center operations experience.
• Strong analytical skills with the ability to interpret and act on real-time data.
• Excellent organizational and time-management skills in a fast-paced environment.

Responsibilities

• Monitor intraday contact volumes and staffing levels.
• Process intraday schedule changes and skill routing adjustments.
• Conduct intraday analysis to identify staffing gaps.

Skills

Analytical skills

Organizational skills

Communication skills

Tools

WFM tools (e.g., Genesys, Verint, Five9)

Job description

Why consider this job opportunity

• Salary up to $27.50 per hour
• Bonus or incentive plan eligibility
• Fully remote position, allowing for flexibility in work location
• Comprehensive benefits package, including health, dental, vision, and mental health coverage
• Opportunities for career advancement and participation in WFM projects to enhance efficiency
• Supportive work culture that values employee well-being and community involvement

What to Expect (Job Responsibilities)

• Monitor intraday contact volumes, staffing levels, and performance across all customer contact channels
• Process intraday schedule changes, skill routing adjustments, and emergency resource reallocation
• Conduct intraday analysis to identify staffing gaps and optimization opportunities
• Provide timely updates and performance dashboards to operational leaders
• Collaborate with WFM Forecasting & Scheduling teams to share real-time insights

What is Required (Qualifications)

• 1–3 years of Workforce Management or contact center operations experience
• Strong analytical skills with the ability to interpret and act on real-time data
• Experience with WFM tools and contact center platforms (e.g., Genesys, Verint, Five9, or similar)
• Excellent organizational and time-management skills in a fast-paced environment
• Strong written and verbal communication skills with the ability to influence stakeholders

How to Stand Out (Preferred Qualifications)

• Proven decision-making ability under pressure
• Demonstrated ability to work both independently and collaboratively across teams

#SupplyChain #WorkforceManagement #RemoteWork #CareerGrowth #EmployeeWellbeing

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