HR Workforce/Operations Support Coordinator

Workforce Support Coordinator

Summary of Position:

The Workforce Support Coordinator supports workforce management within a high-volume contact center, ensuring consistent staffing and service delivery across calls and texts. This role coordinates staff scheduling, monitors coverage, and makes real-time adjustments based on call volume, absences, and operational needs.

The Coordinator provides backup support to leadership during high-demand periods, staffing shortages, and service disruptions. Success in this role requires strong organizational skills, attention to detail, sound judgment, and the ability to respond quickly in a fast-paced environment while maintaining compliance with policies and service standards.

Full-time employees are expected to participate in key organizational events that promote team engagement, culture, and community involvement.

SCHEDULE: 10am - 7pm – 1 weekend day will have to be worked

Key Responsibilities:

• Create and manage staff schedules to ensure 24/7 coverage, including evenings, weekends, and holidays
• Adjust schedules based on call volume, absences, and operational demands
• Monitor attendance, adherence, and staffing levels in real time
• Support live operations by coordinating breaks and shift changes
• Assist leadership during service surges, emergencies, and staffing gaps
• Maintain accurate workforce data and generate reports on staffing and performance trends
• Identify risks and recommend improvements to scheduling and coverage
• Collaborate with operations, training, QA, and HR teams
• Support onboarding and training scheduling for new staff
• Ensure compliance with confidentiality standards and organizational policies

Qualifications:

• Bachelor’s degree in a related field or equivalent experience
• 2+ years of experience in workforce coordination, scheduling, or contact center operations
• Experience in a 24/7 or crisis support environment preferred
• Strong communication, organizational, and problem-solving skills
• Proficiency in Microsoft Office
• Bilingual (English/Spanish or English/Creole) required

Company Description

PrideStaff is a national staffing organization, delivering innovative solutions to the challenges employers face every day. Over the years, PrideStaff has been a consistent industry leader, developing technology and service processes that allow our organization to deliver superior performance. With locations across the United States, we're well positioned to partner with clients and candidates to ensure a successful match of employee talent with customer needs. When it comes to your success, we leave nothing to chance!

Our Mission: Consistently provide client experiences focused on what they value most.