Workforce Management Coordinator | WFO
Confirmed on the employer's own hiring board on Oct 26, 2026. First seen by Alion on Oct 20, 2026. Cloudstaff scores B on the Alion truth index.
Role Summary
Monitor real-time service levels, staffing adherence, and call/ticket volumes across operational teams. This role ensures optimal schedule coverage, mitigates service disruptions, and provides intraday analysis to hit daily performance targets.
Key Responsibilities
Real-Time Monitoring: Track live queue activity, agent schedule adherence, attendance, and shrinkage using WFM tools to maintain target SLAs.
Intraday Adjustments: Execute quick intraday re-skilling, schedule shifts, and overtime/under time calls to balance staffing against unexpected volume spikes.
Incidents & Escalations: Log real-time system outages, queue backlogs, or unexpected absenteeism, escalating impacts immediately to operations leadership.
Reporting & Analysis: Deliver daily/weekly intraday performance summaries, variance analysis (Forecast vs. Actual), and schedule adherence reports.
Requirements
Qualifications
2-5 years of hands-on Workforce Management (WFM) or Real-Time Management (RTM) experience in a contact center or shared services environment.
Proficiency in enterprise WFM platforms (e.g., Verint, NICE IEX, Aspect, Calabrio) and ACD systems (Avaya, Cisco, Genesys).
Solid analytical capability with intermediate to advanced MS Excel skills.
Strong communication skills to collaborate effectively with operational managers under real-time pressure.
Perks and benefits
HMO Coverage
Annual Performance Review with Salary Increase
Become part of the Employee Share Units program
Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.
Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
Endless opportunities for career advancement
Flexible leave credits which may be used for vacation, emergency, and sick leaves
In-house psychiatrist available to support employees' well-being
International career growth and connections
Look forward to weekly office perks for work from office staff - Free Coffee, Meals, and Beer Fridays!
Mental Wellness Employee Assistance program through Lifeworks
Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
Superb and exciting Mid-Year Parties - with items to give away and cash prizes!
Top notch workplace with first class VIP lounge and game rooms
Unlimited cash incentives for hired referrals
We set you up for success with a company-provided PC/Laptop and fiber internet connection