Workforce Management Coordinator – Remote/Work From Home – World Travel Holdings

Posted On: 10-11-2018
Position Title: Workforce Management Coordinator
Job Location: Remote/Work From Home
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Job Description

World Travel Holdings is seeking a Workforce Management Coordinator to maximize efficiencies within the Customer Care Department by providing support in the daily processes associated with agent staffing, scheduling, and forecasting. The Workforce Management Coordinator position is critical to our success in managing both short term and long term operations.

Key Responsibilities:

  • Monitors and addresses all correspondences coming through the WFM requests inbox in a personable and respectful manner
  • Processes daily schedule requests and adds/removes items in agent schedules via Aspect
  • Runs basic absenteeism, shrinkage, and schedule compliance reporting as needed
  • Works to coordinate and schedule future training events, all hands meetings, and other large scale events
  • Monitors and approves timecards looking for missed or incorrect punches via ADP Etime
  • Evaluates time off requests and balances and works with agents to approve/deny requests based upon company need and established policies
  • Provides Aspect troubleshooting and agent support via one on one and group sessions


  • Related experience in a Workforce Management Department with staffing and real time adherence preferred
  • Excellent oral and written communication skills, including presentation skills
  • Tech savvy with Microsoft Office Suite with advanced Excel skills strongly preferred
  • Exceptional time management and organizational skills; ability to manage multiple priorities simultaneously while working under pressure in a fast paced team environment
  • Robust troubleshooting and problem solving skills
  • Must be able to work any combination of hours, including but not limited to evenings, weekends and holidays, based on business needs
  • Experience with a virtual call center environment, CMS Supervisor, and Aspect WFM preferred
  • Good standing in current role: no written warnings in the last 6 months