Workforce Management Operations Coordinator

Join our Customer Experience team and be part of a dynamic environment where you’ll help jewelers worldwide create unforgettable moments for their customers! The Customer Care Operations team supports call center excellence by partnering with leadership to optimize staffing, streamline training, and ensure a balance of structure and flexibility. The team drives performance through data-driven planning, ongoing development, and real-time workforce management.

The Workforce Management Operations Coordinator coordinates daily workforce management activities to help maintain appropriate staffing coverage and support consistent customer service. Working closely with leaders and CX Operations partners, the Operations Coordinator I maintains schedules, monitors staffing and service performance, coordinates schedule adjustments, and communicates emerging coverage needs. This position uses established guidelines and sound judgment to resolve routine workforce issues and escalate concerns requiring additional review or approval.

Key Responsibilities

• Coordinate daily workforce management activities across assigned contact center teams, ensuring timely communication and follow-through on staffing and scheduling needs.
• Maintain accurate employee schedules in the workforce management system, including approved changes to shifts, breaks, lunches, time off, training, meetings, and other scheduled activities.
• Monitor real-time staffing, contact volumes, service levels, and schedule adherence to identify coverage gaps or deviations from plan.
• Coordinate routine intraday schedule adjustments within established guidelines and communicate recommended actions to leaders.
• Review and process scheduling requests according to established policies, coverage requirements, and approval procedures.
• Partner with leaders, Learning & Development, and Quality Assurance to schedule training, coaching, meetings, and other activities while considering customer service needs.
• Prepare and distribute standard workforce reports and daily staffing updates, checking information for accuracy and highlighting items requiring attention.
• Research scheduling discrepancies and routine workforce system issues; coordinate corrections or escalate unresolved concerns to the appropriate partner.
• Maintain accurate workforce records, team assignments, scheduling rules, and process documentation.
• Respond to employee and leader questions about schedules, workforce processes, and available support tools.
• Track outstanding workforce requests and coordinate follow-up to ensure timely resolution.
• Identify recurring scheduling or workflow challenges and recommend practical process improvements.
• Support implementation of approved workforce tools, scheduling practices, and process changes through communication, documentation, and coordination.
• Handle employee and business information with discretion and confidentiality.

Basic Qualifications

• High school diploma or equivalent.
• Two or more years of experience in contact center operations, workforce scheduling, customer service, or a related operational support role.
• Experience coordinating schedules, maintaining operational records, or managing requests involving multiple stakeholders.
• Proficiency with Microsoft Excel, Outlook, and Teams, including the ability to maintain spreadsheets and organize information accurately.
• Strong organizational and time management skills, with the ability to manage competing priorities and follow through on commitments.
• Ability to interpret standard operational reports, recognize discrepancies, and identify issues requiring action or escalation.
• Strong written and verbal communication skills, with the ability to explain information clearly and work collaboratively with employees and leaders.
• Strong attention to detail, problem-solving skills, and the ability to apply established policies consistently.
• Ability to adapt to changing staffing needs and service demands in a fast-paced environment.

Preferred Qualifications

• Associate’s or bachelor’s degree in business, operations, or a related field.
• Experience supporting workforce management in a contact center environment.
• Experience using Verint or a similar workforce management platform.
• Familiarity with Five9 or a similar contact center system.
• Working knowledge of contact center metrics, including service level, schedule adherence, occupancy, and shrinkage.
• Experience coordinating staffing across multiple teams, skills, or communication channels.
• Experience preparing operational reports, documenting procedures, or supporting process improvements.