Description
The Resource Desk Coordinator monitors call-center service levels, queue performance, staffing, forecast variances, and abandonment rates; coordinates workforce-management and contingency actions; manages real-time agent schedules and load balancing; supports new hires and terminations; compiles performance reports; and escalates IT issues. The role requires a high school diploma or GED, five years of call-center experience including at least three years of workforce-management experience, analytical and communication skills, and proficiency with E-WFM software.
