Workforce Management Coordinator

This role is remote, with a preferred hybrid option for candidates within commuting distance of Webster, MASalary will be commensurate with experienceSummaryUnder the direction of the Workforce Manager, collaborate with a team of workforce coordinators and department leaders to ensure the contact center meets its customer service and phone goals.The Workforce Management Coordinator will be responsible for the completion of assigned workforce management tasks such as scheduling, forecasting, intraday monitoring, and system administration and for accurately allocating resources to maximize our efficiencies and meet our long-term and short-term service and staffing deliverables.Supports the organization by partnering with leaders to find innovative and collaborative solutions to challenges. Works closely with the workforce manager on high exposure projects and initiatives while also taking the lead on requests with little to no direction.ResponsibilitiesAssists with forecasting for future days and weeksPlan for special days to ensure adequate staffing coverageAnalyzes past call volume, interval arrival patterns and staffing patterns to provide recommendations for ways to improve resource allocationGenerates and adjusts employees’ schedules and assures they are up to date in WFMReviews time off and permanent schedule change requestsMakes recommendations for better schedule efficiency for existing and new employeesMonitors all Real-Time and Intra-Day activities and makes immediate changes to ensure operational goals are metAccurately tracks and manages contact center schedule adherenceGenerates various work force related reports and communicates resultsProvides analysis, makes suggestions, and gives guidance on innovation solutions to improve performanceActs as a backup for the WFM manager for meetings, projects, and requestsPromotes and contributes to a customer centric work environment that fosters pride in being part of a winning teamPromotes and supports the corporate vision, mission and values, and core competenciesCollaborates with all areas to develop and implement innovative solutions to enhance customer service and enhance the performance and effectiveness of our Contact CenterEnsures that Mapfre Insurance policies, procedures, and standards are adhered to and implementedDemonstrates commitment to teamwork and takes initiative to assist othersComplies with the Corporation’s Code of Conduct and Business Ethics PolicyParticipate in other projects and activities as requestedQualificationsAssociates Degree or Technical or specialized knowledge or equivalent, related experience1 - 3 years or High School equivalent plus 3 - 5 years related experienc.Knowledge of contact center processes, including call routing, and best practices requiredMust be highly organized, able to multi-task, use sound judgment, and prioritize as necessaryAdvanced working knowledge of Microsoft Excel with the ability to capture, manipulate and present pertinent data requiredMust be able to complete ad hoc reports utilizing various reporting systems, such as Access, Excel, IEX or equivalent, and make and implement suggestions for improvementAdditional knowledge of database query tools such as Microsoft Access and other SQL-based products is preferredExperience with a workforce software preferredCapable of analyzing and interpreting call data and trends to determine short term and long term staffing needs is requiredStrong ability to make sound business decisions relative to daily workload priorities and make adjustments as needed based on volume and staffingMust be innovative and ensure the unit remains adaptable in a fast paced, multi-task environmentExperience in managing contact center performance through reports, scorecards and other applications is preferredAbility to identify, recommend, and implement improved methods, procedures and workflowAnticipates management reporting needs and issues proactivelyMust be able to work as part of a team with an attitude of cooperationCreates and maintains an open and caring work environment with the ability to explain workforce processes and procedures to othersIs committed to the organization and getting the job done efficientlyWhy Mapfre?As a global insurance leader with a strong local presence, we offer more than a job — we provide a purpose-driven career where your growth, well-being, and impact truly matter.Purpose & Culture: Join a company built on trust, collaboration, and inclusion. Our values guide everything we do, creating a workplace where people feel respected and empowered.Comprehensive Benefits: Enjoy competitive health coverage, retirement plans, paid time off, flexible work options, and lifestyle perks like employee discounts.Career Growth: Advance your skills through tuition reimbursement, leadership programs, and internal mobility opportunities. Your development is our priority.Social Responsibility: Contribute to meaningful initiatives through Fundación Mapfre, supporting communities and sustainability worldwide.#MAPFRE123Pay Philosophy: The typical starting salary range for this role is determined by several factors including skills, experience, education, certifications, and location. Some roles at Mapfre are eligible for commission and/or bonus earnings, in addition to salary, calculated based upon factors set forth in the compensation plan for the role.Salary Range $45,300 - $63,000If you require an accommodation for a disability so that you may participate in the selection process, you are encouraged to contact the Mapfre Insurance Talent Acquisition team at talentacquisition@mapfreusa.com.We are proud to be an equal opportunity employer.