Workforce Management Coordinator (Fully Remote or Hybrid)

Published date Posted on Indeed on Aug 19, 2022 (39 d ago)
Salary range commensurate with experience, $24 - $29 / hour

Job Summary

**Position can be Fully Remote or Hybrid**

Work Schedule: Monday 7:30 am - 4:00 PM, Tuesday through Friday 8:00 am - 4:30 pm EST

Workflow Management Experience Required

Under the direction of the Workforce Manager, collaborate with a team of workforce coordinators and department leaders to ensure the contact center meets its customer service and telephony goals. Is responsible for the completion of assigned workforce management tasks such as scheduling, forecasting, intraday monitoring, and system administration. The Workforce Management Coordinator is responsible for accurately allocating resources to maximize our efficiencies and meet our long-term and short-term service and staffing deliverables. Must be able to complete ad hoc reports utilizing various reporting systems, such as Access, Excel, IEX or equivalent, and make and implement suggestions for improvement. Supports the organization by partnering with leaders to find innovative and collaborative solutions to challenges. Works closely with the workforce manager on high exposure projects and initiatives while also taking the lead on requests with little to no direction.

Knowledge, Skills and Abilities


Education: Associates Degree or Technical or specialized knowledge or equivalent, related experience.
Experience: 1 - 3 years or High School equivalent plus 3 - 5 years.
Knowledge: Considerable knowledge of the general and technical parts of the job. Works independently.
Decision Making: Makes decisions within position standards. Applies guidelines and procedures that require some interpretation in dealing with exceptions. Work requires judgment to select among a wide range of courses of action which are generally pre-defined.
Supervision Received: Works under general supervision. Typically receives general guidance except for the most complex and or high impact projects where additional instructions may be warranted.
Leadership: Demonstrates leadership in group, team or project. May provide guidance and training to less experienced staff.
Problem Solving /Operations/Direct Work Involvement: Applies extensive specialized knowledge to help solve a wide range of complex problems requiring independent thinking with direction.
Client Contacts: Contacts other departments, external organizations or parties and or individuals of significant importance within the company frequently. Contacts involve preparation of complex communications, requiring skill and or persuasion to accomplish objectives.

Additional Knowledge, Skills and Abilities

  • Knowledge of contact center processes, including call routing, and best practices required. Must be highly organized, able to multi-task, use sound judgment, and prioritize as necessary.
  • Advanced working knowledge of Microsoft Excel with the ability to capture, manipulate and present pertinent data required. Additional knowledge of database query tools such as Microsoft Access and other SQL-based products is preferred. Experience with a workforce software preferred.
  • Capable of analyzing and interpreting call data and trends to determine short term and long term staffing needs is required. Strong ability to make sound business decisions relative to daily workload priorities and make adjustments as needed based on volume and staffing. Must be innovative and ensure the unit remains adaptable in a fast paced, multi-task environment.
  • Experience in managing contact center performance through reports, scorecards and other applications is preferred. Ability to identify, recommend, and implement improved methods, procedures and workflow. Anticipates management reporting needs and issues proactively.
  • Must be able to work as part of a team with an attitude of cooperation. Creates and maintains an open and caring work environment with the ability to explain workforce processes and procedures to others. Is committed to the organization and getting the job done efficiently.

At MAPFRE, the safety of our employees matters. We have taken vital steps across all offices from the improvements to our air ventilation, the installation of touch-free devices, to embracing social distancing and requiring medical self-screening to ensure the safety of our employees. We embrace the ability to collaborate with peers in-office, while also offering a flexible work arrangement for many roles in our organization.

If you require an accommodation for a disability so that you may participate in the selection process, you are encouraged to contact the MAPFRE Insurance Talent Acquisition team at talentacquisition@mapfreusa.com.

We are proud to be an equal opportunity employer.

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