Resource Coordinator
Core
Develop and publish rosters for Customer Service Officers, monitor real-time contact queues, and optimize resource allocation to meet customer demand.
Role type
Resource Coordinator (Workforce Management)
Builds
Daily and weekly schedules for call center agents
Domain
Financial services / Customer service operations
Required skills
rostering and scheduling, workforce management software (e.g., Genesys Cloud), real-time data analysis, performance reporting, operational forecasting, Excel proficiency
Preferred skills
call center operations experience, continuous improvement initiatives
Responsibilities
Monitor real-time phone, web chat, and case handling queues; adjust rosters in response to unplanned events and demand fluctuations; analyze queue trends to support accurate forecasting; prepare daily and monthly performance reports for leadership.
Seniority
Individual Contributor
