Workforce Management Real Time Coordinator

Summary

Mutual of Omaha is seeking a detail-oriented professional to support real-time workforce management for its Service Contact Center. The role monitors operational performance, optimizes staffing and schedules, analyzes workload trends, and makes intra-day adjustments to meet service-level and production goals.

Responsibilities

• Monitor daily workload volumes and communicate with leadership based on business needs
• Identify workflow bottlenecks and escalate issues that may impact service levels or production goals
• Review production reports (Tableau Reporting) and analyze trends to improve operational performance
• Monitors real-time performance for approx 85-100 associates using tools like NICE, Salesforce, CC Pulse, Tableau, and AWS to make intra-day staffing adjustments and meet service level goals
• Analyzes current and historical performance trends, conducts real-time re-forecasting, and collaborates with operations to align with business objectives
• Manages workforce schedules in WFM software, including updates for exceptions, absenteeism, and shift changes
• Partner with supervisors and managers to address staffing needs and workload balancing. Support continuous improvement initiatives to increase efficiency and enhance customer service

Skills

• Applicants for this position must not now, nor at any point in the future, require sponsorship for employment
• Strong analytical and technical skills with the ability to interpret data and make informed business decisions; keen attention to detail
• Strong proficiency in Excel
• Thrives in high-pressure, fast-paced environments with the flexibility to adapt to shifting priorities and deadlines
• Highly organized with the ability to manage multiple tasks or projects simultaneously
• Proactive problem-solver with strong communication skills; able to work independently or collaboratively to drive results
• Demonstrates professionalism, integrity, and the ability to build strong relationships across all levels of the organization
• Must have 1-3 years of relevant experience managing scheduled and intraday adjustments
• Proven experience using Tableau for operational or performance reporting
• Proficient in NICE for schedule management, exception handling, and intraday updates
• Strong Excel skills, including use of formulas and data organization for workforce management or reporting purposes

Qualifications

Must Haves

• Applicants for this position must not now, nor at any point in the future, require sponsorship for employment
• Strong analytical and technical skills with the ability to interpret data and make informed business decisions; keen attention to detail
• Strong proficiency in Excel
• Thrives in high-pressure, fast-paced environments with the flexibility to adapt to shifting priorities and deadlines
• Highly organized with the ability to manage multiple tasks or projects simultaneously
• Proactive problem-solver with strong communication skills; able to work independently or collaboratively to drive results
• Demonstrates professionalism, integrity, and the ability to build strong relationships across all levels of the organization

Nice to Haves

• Must have 1-3 years of relevant experience managing scheduled and intraday adjustments
• Proven experience using Tableau for operational or performance reporting
• Proficient in NICE for schedule management, exception handling, and intraday updates
• Strong Excel skills, including use of formulas and data organization for workforce management or reporting purposes

Benefits

• Annual bonus opportunity
• 401(k) plan with a 2% company contribution and 6% company match
• Work-life balance with vacation, personal time and paid holidays
• Able to work remotely