Workforce Coordinator

TL;DR

Workforce Coordinator: Analyzing and evaluating metrics to improve human resources, capacity planning, and maximize labor utilization rates with an accent on providing actionable insights about current and future workforce states. Focus on developing short and long-term forecasts using predictive models and methods to ensure optimal staffing.

Location: Ireland or Northern Ireland

Company

hirify.global is a global corporation empowering over 8,000 organizations with an AI-powered Experience Orchestration platform to improve customer and employee experiences.

What you will do

• Provide ongoing Call Center operational analysis, planning, and scheduling to improve quality and efficiency.
• Collect, analyze, and interpret workforce data (volume, trends, productivity, performance) using software like Excel/WFM tools.
• Monitor live operations, manage intraday changes, and ensure adherence to service level agreements (SLAs).
• Utilize hirify.global Cloud software tools to manage and determine optimal staffing requirements and work schedules.
• Develop and deliver training curricula, establish training programs, and create quality SOPs and templates.
• Drive ongoing, continuous improvement in testing efficiency and effectiveness using innovative Workforce practices.

Requirements

• Minimum of one year of recent experience as a workforce analyst measuring a technical team or equivalent.
• Experience measuring employee performance and metrics in a contact center space.
• Strong analytical, numerical, and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong technical skills, including Microsoft Windows and keyboarding.

Culture & Benefits

• Work for a company that employs over 6,000 people across the globe.
• Empower organizations to improve loyalty and business outcomes for customers and employees.
• Opportunity to make a larger impact on the company and take ownership of your work.
• Embrace empathy and cultivate collaboration within the team.
• Access to great benefits and perks similar to larger tech companies.