Workforce Management Coordinator

GENERAL SUMMARY

The Workforce Management Coordinator provides day-to-day support in managing workforce operations within the contact center environment. This role assists in executing staffing plans, monitoring real-time agent activity, maintaining schedules, and generating routine reports. The Workforce Management Coordinator helps ensure schedule adherence, service level achievement, and accurate data input into workforce systems. Working closely with the Senior Workforce Analyst and leadership, this position plays a critical role in maintaining workforce management systems and supporting operational efficiency across teams.

This position will be with Stratacor, an affiliate of Delta Dental of Minnesota.

ESSENTIAL FUNCTIONS

• Assist with maintaining and updating contact center agent schedules using workforce management software.
• Monitor real-time call volumes and agent adherence, escalating issues to analysts or supervisors as needed.
• Generate and distribute daily and weekly workforce reports (e.g., attendance, service levels, schedule adherence).
• Support the preparation of staffing models and schedules developed by the Senior Workforce Analysts.
• Track and report unplanned absences, schedule changes, and intraday staffing adjustments.
• Maintain documentation and records related to shift swaps, time off, and other scheduling changes.
• Provide administrative support for contact center routing and call flow logic under supervision.
• Coordinate communications with agents and supervisors regarding schedule changes and intraday updates.
• Assist with basic configuration or data entry tasks in workforce management tools and systems.
• Participate in system testing and new user onboarding or training support, as needed.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member. Duties, responsibilities and activities may change or be assigned at any time with or without notice.

KNOWLEDGE, SKILLS AND ABILITIES

Required:

• Basic understanding of workforce scheduling, call center operations, and key performance indicators.
• Strong organizational skills with attention to detail and a high degree of accuracy.
• Basic data entry and reporting skills; familiarity with Excel and scheduling tools.
• Effective written and verbal communication skills.
• Ability to work collaboratively in a fast-paced environment and respond to real-time staffing needs.
• Comfortable learning new systems and processes quickly.
• Strong time management and prioritization abilities.
• Proficiency in Microsoft Office Suite (particularly Excel and Outlook).

EDUCATION AND EXPERIENCE

Required:

• Associate degree and/or equivalent work experience
• One (1) year of experience in a contact center or operational support role

Preferred:

• Experience with workforce management software (e.g., Calabrio, Cisco Finesse)
• Previous exposure to schedule coordination or real-time monitoring
• One (1) year of experience working in a call center
• Workforce management experience

WORK ENVIRONMENT/PHYSICAL DEMANDS

• Travel Requirements: Minimal travel to our operational and vendor sites
• Weight Lifting Requirements: 20 lbs.
• Sedentary Work: Prolonged periods of time sitting at a workstation while answering telephone calls and navigating a computer

RELATIONSHIPS

• Reports To: Workforce Management Supervisor
• Direct Reports: None
• Internal Relationships: Interfaces with contact center agents, Customer Service Supervisors, Training and Quality team, Human Resources, Executive Assistants, and leadership teams
• External Relationships: May support communications with vendor workforce teams under direction

BENEFITS AND COMPENSATION

Benefits for this position include medical, dental, vision, and life insurance; disability coverage; flexible spending plans; a 401(k) plan; Paid Time Off (PTO); and Holidays and days of remembrance. Visit http://www.deltadentalmn.org/employee-benefit-packages for more information.

The starting salary range for this position is $23.00 to $29.00 per hour. Salary offers will typically be made in the listed range. The Company takes into consideration a candidate's education, training, and experience, as well as the position's work location, expected quality and quantity of work, required travel (if any), external market and internal value, including merit process and internal pay alignment when determining the salary of potential new team members. In compliance with state and federal regulations, a potential new team member's salary history will not be used in compensation decisions.

EQUAL EMPLOYMENT OPPORTUNITY (EEO) STATEMENT

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or, in any other manner, discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of another employee or applicants to an individual who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. CFR 60-1/35(c)