Contact Center Workforce Coordinator

Summary

Join Xometry as a Workforce Management Specialist and ensure our contact center is optimally staffed. You will forecast call volume, create schedules, manage real-time adherence, and analyze staffing patterns to meet service level goals. This role requires strong analytical and communication skills, experience in workforce management within a contact center, and a data-driven approach to problem-solving. You will collaborate with leadership, develop reports, and drive efficiency projects. The ideal candidate has experience in a B2B or manufacturing-related contact center. Xometry is an equal opportunity employer committed to diversity, equity, inclusion, and belonging.

Requirements

• Bachelor’s degree in business, management, or a related field (or equivalent experience)
• 2+ years of experience in workforce management within a contact center or similar environment
• Strong analytical skills, with a data-driven approach to problem-solving and decision-making
• Excellent organizational and time-management skills, with an ability to manage multiple priorities
• Effective communication and collaboration skills, able to work with cross-functional teams
• Familiarity with workforce management concepts such as shrinkage, occupancy, adherence, and forecast accuracy

Responsibilities

• Forecast call volume, handle times, and staffing needs using historical data
• Create and adjust schedules (weekly, monthly, long-term) to meet contact center demands, aligning with team leads on coverage for peak times and holidays
• Balance workload and agent availability by revising standard schedules quarterly and prioritizing performance-based requests
• Monitor real-time adherence, communicate performance metrics, and proactively adjust for coverage gaps to optimize occupancy and reduce abandon rates
• Develop and maintain workforce reports (e.g., occupancy, adherence, shrinkage, service levels), and share daily summaries with stakeholders, including executive leadership
• Analyze staffing patterns and provide insights for process improvements to enhance service efficiency and meet KPIs
• Collaborate with leadership to refine workforce management processes and act as an SME, educating the team on principles like occupancy and abandon rates
• Drive efficiency projects, including software implementations and process improvements
• Perform other duties as assigned to support the overall success of the contact center

Preferred Qualifications

Experience in a B2B or manufacturing-related contact center