Workforce Management Coordinator

🔥 3 minutes ago

🚗 Michigan – Remote

🚗 Michigan – Remote

💵 $53k - $62k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

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Common Ground

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201 - 500 employees

Common Ground provides a lifeline for individuals and families in crisis, victims of crime, persons with urgent mental health needs , and people trying to cope with critical situations.

📋 Description

• Build and manage staff schedules while monitoring real-time service levels and queue performance. • Make intra-day staffing adjustments and coordinate coverage for call-offs, PTO, and operational needs. • Develop staffing forecasts and workload projections to support daily operations and long-term planning. • Analyze workforce data and trends to improve efficiency and support budgeting, projects, and special initiatives. • Maintain workforce schedules, calendars, and staffing systems while coordinating trainings and non-contact activities. • Create and distribute workforce reports and provide guidance to leaders and staff on WFM processes and schedules. • Troubleshoot workforce management and scheduling system issues while partnering with leadership and vendors on resolutions. • Support a collaborative, mission-driven environment through effective communication, confidentiality, and special project support.

🎯 Requirements

• Permanent year-round Michigan residency (required) • Bachelor's degree or an equivalent combination of education and work experience. • Previous experience with workforce planning using workforce management software (required) • Ability to interpret workforce data and apply insights to operational decision-making. • Experience with NiCE Workforce Management software (highly preferred) • Experience using forecasting tools and methodologies (highly preferred) • Familiarity with call center technologies and reporting (preferred) • Advanced computer skills and proficiency including Microsoft Excel and spreadsheet analysis (required) • Ability to work independently and collaboratively in a virtual environment. • At-home high-speed internet meeting minimum requirements and a private, distraction-free home office (required)

🏖️ Benefits

• Generous Paid Time Off • Employer sponsored benefit and wellness plans (including 16% fringe pay, Calm App, etc.) • Competitive wages