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Customer Service Workforce Management Coordinator

Job Summary:

Permanent employee, Full-time, Remote, PST Shift
We are seeking a highly motivated and detail-oriented Workforce Management (WFM) Coordinator to support our customer service team. This role is critical in ensuring efficient staffing, accurate forecasting, and seamless onboarding processes to meet service demands and maintain a positive agent experience. The WFM Coordinator will manage scheduling, assist with hiring processes, handle time management approvals, and maintain workforce records while collaborating with cross-functional teams to drive operational efficiency.
WE ARE LOOKING FORWARD TO HEARING FROM YOU!

Thank you for your interest in applying to Elite Talent Recruit. Please fill out the following form. 

First Name:

Last Name:

Birthday:

Expected Salary Monthly (in PHP):

Email:

Phone:

LinkedIn Link

Interview Availability:

Start Date Availability:

CV:

Work Sample Link:

Workforce Management Work Experience (Years)

US Account Work Experience (Years)

Experience in E-commerce

Experience in E-commerce
A
B

What is the extent of your E-commerce experience?

Experience in Developing Staffing Forecasts and Predictive Models

Experience in Developing Staffing Forecasts and Predictive Models
A
B

How do you develop staffing forecasts using historical data and business projections?

Experience in Analyzing Service Demand, Channel Volumes, and Agent Productivity

Experience in Analyzing Service Demand, Channel Volumes, and Agent Productivity
A
B

Experience in Creating and Managing Agent Schedules

Experience in Creating and Managing Agent Schedules
A
B

How do you ensure agent schedules align with forecasted service demand, especially during peak periods?

Experience in Screening Resumes and Scheduling Interviews

Experience in Screening Resumes and Scheduling Interviews
A
B

Experience in Coordinating Onboarding Activities, including Paperwork Completion, System Access Provisioning, and Training Schedules

Experience in Coordinating Onboarding Activities, including Paperwork Completion, System Access Provisioning, and Training Schedules
A
B

Experience in Reviewing and Approving Employee Timecards and Time-off Requests

Experience in Reviewing and Approving Employee Timecards and Time-off Requests
A
B

Experience in Maintaining Accurate Records of Employee Schedules, Attendance, and Performance Data

Experience in Maintaining Accurate Records of Employee Schedules, Attendance, and Performance Data
A
B

Experience in Generating Reports on Key Workforce Management Metrics

Experience in Generating Reports on Key Workforce Management Metrics
A
B

What KPIs do you track to measure workforce efficiency, and how do you use those insights for decision-making?

What HRIS systems do you have experience with?

Experience in NiceCX

Experience in NiceCX
A
B

Experience in Five9

Experience in Five9
A
B

Experience in Shiftbase

Experience in Shiftbase
A
B

What other workforce management software and tools do you have experience with?

Available to Work Full Time:

Available to Work Full Time:
A
B

Available to Work Part-Time:

Available to Work Part-Time:
A
B

Available to Work Pacific Standard Time (PST) hours

Available to Work Pacific Standard Time (PST) hours
A
B

What motivates you to seek a new job opportunity at this time?

Are you located in the Philippines

Are you located in the Philippines
A
B