Junior Workforce Coordinator

Job Description
Centrecom Limited in Malta is looking to recruit a Junior Workforce Coordinator to join their team on a full-time basis. This role is based in a multi-skilled contact center, which is continuously growing.

Job role:
The Junior Workforce Coordinator will be interpreting data, formulating, and implementing modifications to staffing plans for agent schedules as well as skill assignments to balance resources both in real-time and in future planning.

Duties and responsibilities:

•  Resource Planning for All Campaigns
•  Management Information reporting
•  Performs Workforce Management reporting, analysis, recommendations, and administrative tasks related to staffing and scheduling functions
•  Identifies issues, develops, coordinates, and implements mitigation strategies to re-balance resources to meet Service Levels
•  Reports to appropriate parties
•  Compiles enters data and interprets departmental statistical data
•  Administers vacation time for agents
•  Performs analysis to determine the impact of available resources for the day, strategizes solutions to meet goals, and communicates the situation and actions taken to key stakeholders and management
•  Any other duties assigned by management.

Requirements:

• Excellent Interpersonal and organizational skills
• Previous experience in the workforce department
• Excellent knowledge of Excel (proficient use)
• Excellent level of English, spoken and written.

Centrecom Limited:
Centrecom has over a 30-years history of service of excellence in various industries. Our strengths encompass IT infrastructures, voice technology, call centre operations, back-office services, and specific aviation industry applications such as reservations, ticketing, refunds, customer support, baggage services, loyalty programmes, crisis management, complaint management, medical coordination, and flight disruption management.