Job Description
Job DescriptionDescription:
About the Role
The Palace Company is seeking a highly analytical and detail-oriented Workforce Management & Staff Coordinator to support workforce planning, operational reporting, staffing optimization, and performance monitoring across multiple Contact Center business units.
This role is responsible for analyzing operational performance, maintaining workforce reports, monitoring service levels, supporting forecasting activities, and providing data-driven insights that improve operational efficiency and resource utilization.
The ideal candidate will have experience working in Contact Center environments and possess strong technical knowledge of workforce management principles, call center KPIs, reporting tools, CRM platforms, and operational analytics.
Key Responsibilities
Workforce Management & Planning
- Monitor staffing levels, schedule adherence, occupancy, shrinkage, and service level performance.
- Support short and long-term workforce planning activities.
- Assist with forecasting contact volumes and staffing requirements.
- Analyze workforce trends and recommend staffing adjustments based on business needs.
- Support capacity planning initiatives for operational growth and seasonal demand fluctuations.
- Maintain workforce schedules and staffing reports.
Operational Reporting & Analytics
- Develop and maintain operational dashboards and performance reports.
- Track and analyze key Contact Center metrics, including:
- Service Levels (SLA)
- Occupancy
- Adherence
- Average Handle Time (AHT)
- Forecast Accuracy
- Productivity
- Staffing Efficiency
- Identify performance trends and provide recommendations for operational improvements.
- Prepare weekly and monthly operational scorecards for leadership review.
- Ensure reporting accuracy and data integrity across all workforce and operational systems.
Revenue Performance Management (RPM)
- Support RPM reporting and performance tracking initiatives.
- Analyze productivity metrics and operational efficiency indicators.
- Assist with the development of performance reports and operational insights.
- Monitor workforce utilization and resource allocation effectiveness.
Systems & Technology
- Utilize workforce management and call center platforms to monitor operational performance.
- Support reporting and analytics through Microsoft Excel, Power BI, and workforce management systems.
- Maintain data accuracy within CRM and operational systems.
- Collaborate with IT and operational teams to improve reporting capabilities and automation opportunities.
Operational Support
- Work closely with Operations, Quality Assurance, Training, and Business Leaders to support operational goals.
- Participate in calibration meetings and performance review discussions.
- Assist with operational projects focused on efficiency, workforce optimization, and process improvement.
- Support contingency planning for volume spikes, system outages, and business changes.
Qualifications
Education
- Bachelor's Degree in Business Administration, Analytics, Information Systems, Industrial Engineering, Hospitality Management, or a related field preferred.
Experience
- 2-5 years of experience in Workforce Management, Contact Center Operations, Operational Reporting, Scheduling, Forecasting, or Workforce Analytics.
- Experience working in a Contact Center environment.
- Experience supporting staffing optimization and workforce planning initiatives.
- Experience creating reports, dashboards, and KPI scorecards.
Technical Skills
- Advanced Microsoft Excel skills (Pivot Tables, VLOOKUP/XLOOKUP, formulas, data analysis).
- Experience with Power BI or similar reporting platforms.
- Knowledge of Workforce Management (WFM) concepts and methodologies.
- Experience with Avaya, Five9, NICE CXone, or similar Contact Center platforms.
- Experience working with CRM systems and operational reporting tools.
- Strong analytical and problem-solving skills.
- Ability to interpret operational data and translate findings into actionable recommendations.
Languages
- Fully bilingual in English and Spanish (written and spoken).
Travel Requirements
- Availability for occasional international travel, including Mexico.
Benefits
- 401(k)
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Paid Time Off
- Employee Discounts
Reporting Structure
Reports To: HR Director / Contact Center Leadership
Work Location
On-site position based in Doral, Florida.
Requirements:
QualificationsEducation
- Bachelor’s Degree in Business Administration, Operations Management, Workforce Management, Industrial Engineering, Hospitality Management, Communications, Analytics, or a related field required
- MBA, Master’s Degree, or advanced certifications in Workforce Management (WFM), Operational Analytics, Business Intelligence, Data Analytics, or Contact Center Operations preferred
- Preferred certifications or advanced knowledge in Workforce Management platforms, forecasting methodologies, operational reporting, or capacity planning strategies
Experience
- Minimum 5 years of experience leading large-scale Contact Center Operations, Workforce Management (WFM), Revenue Performance Management (RPM), or Operational Performance environments
- Proven experience managing organizations with 100+ agents, multiple operational business units, and layered leadership structures
- Strong experience in workforce planning, staffing optimization, forecasting, occupancy management, scheduling strategy, service level governance, and operational analytics
- Experience developing operational dashboards, KPI frameworks, performance scorecards, and executive reporting structures
- Demonstrated ability to lead operational efficiency initiatives focused on workforce utilization, productivity optimization, service performance, and operational scalability
- Preferred experience within hospitality, travel, luxury services, vacation ownership, customer experience operations, or multinational organizations
Technical & Operational Skills
- Advanced analytical and operational problem-solving capabilities
- Strong understanding of Workforce Management (WFM) systems, operational reporting platforms, forecasting methodologies, and performance analytics tools
- Experience with operational KPIs including occupancy, shrinkage, service levels, adherence, utilization, forecasting accuracy, and staffing efficiency
- Strong ability to translate operational data into actionable workforce and business strategies
- High proficiency in Microsoft Excel, operational analytics, reporting tools, and performance management frameworks
Languages
- Fully bilingual in English and Spanish (written and spoken)
Travel Requirements
- Availability to travel domestically and internationally, including occasional travel to Mexico
Work Location
- On-site position based in Doral, Florida
Additional Requirements
- Candidates must include salary expectations as part of the application process