Role Overview
Taking care of people is at the heart of everything we do, and that starts with our team. Mira Home exists to create peace of mind for your home, while nurturing a team where people grow, flourish, and become more than they thought possible.
The Workforce Management Coordinator is responsible for the real-time performance of our Customer Care Center (CCC) within NICE CXone. This role watches the day as it unfolds: monitoring queues, call volume, and service level against forecast, tracking agent adherence and attendance, and making the live adjustments that keep coverage right. When volume or staffing shifts, you are the first to see it and the first to act.
This role is highly detail-oriented, fast-moving, and lives inside our workforce management software daily. You translate live data into clear decisions and quick communication so Team Leads and Specialists are set up to succeed.
Pay & Benefits
Base Pay: $45,000 – $55,000 salary, plus bonus opportunity
Additional Benefits:
- Health Savings Account (HSA)
- Health, Dental, and Vision Insurance
- Paid Time Off
- HQ Building Perks
How You Win in This Role
Communication
- Clearly and quickly communicate intraday changes, coverage gaps, and adherence expectations to Team Leads and Specialists
- Translate live WFM data into simple, actionable updates for leadership
- Proactively flag staffing risks before they impact service level
Development
- Help Team Leads understand how real-time adherence and coverage connect to team performance
- Support the growth of intraday management knowledge across the CCC
- Continuously build expertise in NICE CXone’s WFM and real-time tools
Alignment
- Keep intraday decisions aligned with forecasted volume, service level goals, and business priorities
- Partner with Customer Care leadership to keep real-time coverage consistent with company goals
- Maintain a unified approach to attendance, adherence, and coverage standards
Innovation
- Identify opportunities to improve intraday forecast accuracy and response time to volume swings
- Recommend improvements to real-time management processes as the business grows
- Fully leverage NICE CXone’s workforce management capabilities
Leading People
- Influence staffing outcomes through data, clarity, and consistency
- Support Team Leads as a trusted partner on coverage and performance
- Help build a culture of accountability around adherence and attendance
Your Role in Action
Real-Time Monitoring & Adherence
- Monitor queues, call volume, service level, and staffing against forecast throughout the day in NICE CXone
- Managing multiple different dialer campaigns and queues within the contact center
- Track real-time adherence and attendance, and address schedule deviations as they occur
- Follow up with Team Leads on out-of-adherence agents, late arrivals, extended breaks, and unplanned absences
Intraday Adjustments
- Adjust breaks, lunches, training, and off-phone activities to protect service level during volume spikes and lulls
- Manage voluntary time off, overtime offers, and shift swaps in accordance with staffing needs and company policy
- Adjust skill-based routing and queue priorities in coordination with the operations team to balance coverage
- Escalate coverage risks to Customer Care leadership with a clear recommendation
Intraday Forecasting
- Compare actual volume and handle time to forecast, and flag variances as they emerge
- Recommend intraday reforecasts and staffing changes based on current trends
- Share variance trends with the scheduling and forecasting side of WFM to improve future forecasts
Reporting & Insights
- Track and report on key real-time metrics, including adherence, occupancy, utilization, service level, and shrinkage
- Prepare and distribute daily intraday summaries and regular attendance and adherence reporting to leadership
- Identify recurring issues affecting service level and staffing efficiency
Process Improvement
- Identify and recommend improvements to real-time management workflows
- Support onboarding and training of Team Leads and Specialists on adherence and WFM tools
What You Bring to the Table
- Minimum of 1 year of experience in a workforce management role within a call center or contact center environment
- Strong understanding of workforce management principles, including forecasting, scheduling, adherence, utilization, and occupancy
- Ability to make quick, data-informed decisions and manage competing priorities in a fast-paced, real-time environment
- Excellent organizational skills and high attention to detail
- Strong written and verbal communication skills, including the ability to give clear direction under time pressure
- Proficiency with Microsoft Excel or similar tools for data analysis and reporting
Preferred Qualifications
- Direct experience with NICE CXone or a comparable WFM/contact center platform
- Experience with real-time or intraday management in a contact center
- Experience supporting a multi-site or multi-location call center operation
- Proficiency in Microsoft Office and Google Sheets
Alignment with Mira Values
- United – Keeps real-time coverage consistent and aligned across teams
- Caring – Makes live adjustments that protect Specialists’ workloads and set them up to take care of customers
- Intentional – Uses live data to make deliberate, informed staffing decisions
- Transformative – Continuously improves how the CCC responds to change throughout the day
Work Location
In person