WFM Coordinator (SDQ)

Position Summary:

We are seeking a highly motivated and detail-oriented Workforce Management Coordinator to support our customer service team. You will be responsible for supporting the efficient and effective staffing of the customer service team. This role involves assisting with staffing projections, hiring and onboarding processes, policy updates, time management approvals, and maintaining accurate records. This role plays a crucial role in ensuring optimal staffing levels to meet service demands and maintain a positive agent experience.

Responsibilities:

• Staffing Projections & Planning: 

○ Forecasting Support: Assist in developing forecasts and predictive models to anticipate future staffing needs based on historical data, trends, and business projections. 

○ Capacity Planning: Analyze channel volumes, service demand, and agent productivity to support effective workforce planning and resource allocation. 

○ Scheduling Optimization: Assist in creating and managing agent schedules to ensure adequate coverage during peak periods and minimize under or overstaffing.

● Time Management & Payroll: 

○ Timecard Approval: Review and approve employee timecards, ensuring accuracy and compliance with company policies. 

○ Time Off Requests: Manage and approve employee time off requests, considering staffing needs and company policy. 

● Real-Time Adherence Monitoring: 

○ Real-Time Monitoring: Monitor real-time adherence to schedules, breaks, and other planned activities. 

○ Proactive Adjustments: Make proactive adjustments to staffing and schedules to address real-time fluctuations in demand and adherence. 

○ Alerting: Alert managers to any real-time adherence issues. 

● Record Keeping & Reporting: 

○ Data Management: Maintain accurate records of employee information, schedules, attendance, and performance data. 

○ Reporting: Generate reports on key workforce management metrics, such as staffing levels, absenteeism rates, and schedule adherence. 

○ Database Management: Ensure data integrity, accuracy, and accessibility in workforce management systems.

Required Skills/Abilities:

• Advanced English proficiency. 
• Strong organizational and time management skills. 
• Proficiency in workforce management software and tools. 
• Excellent communication and interpersonal skills. 
• Ability to work independently and as part of a team. 
• Strong attention to detail and accuracy.
• Experience with specific WFM software (e.g., NiceCX, Five9, Shibase, etc.) is preferred 
• Experience with HRIS systems is preferred 
• Knowledge of forecasting and capacity planning methodologies is preferred

Education and Experience:

• Bachelor's degree in Business, Data Analytics, Statistics or related field.
• Proven experience in workforce management, scheduling, or a related field. 

Benefits: 

• Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
• Free snacks every day
• Free catered lunch every day
• Free catered dinner (for those on night shifts)
• Door-to-door transportation after 9:00 PM
• Happy hour on Fridays
• Holiday parties!
• An amazing, unique office environment (no cubes, no assigned workstations!)
• Growth and development opportunities (the most in the industry!)
• Professional development courses by leading business schools like Barna
• Yoga and workout classes (coming soon!)
• Community service opportunities (#HoratioCares)
• Discounts at local restaurants and stores

Life At Horatio: 

Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:

• Employee First (but actually...): At Horatio, we are a family and that plays into everything we do. We know that our employees are the most important part of the team and we treat them as such! Just ask any member of our team about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page hirehoratiord to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company and have a lot of opportunities for new employees to grow within. A large number of our senior managers started as associates, proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!
• Wellness Program: Horatio is committed to spread mental health awareness and promote its importance. To take care of our people we have in-house clinical psychologists.