Resource Coordinator
About the job
The Resource Coordinator job is all about ensuring that customer service operations run smoothly and efficiently. By developing and publishing rosters, monitoring real-time queues, and providing insightful recommendations, this role plays a crucial part in delivering excellent customer service. At AFCA, teamwork and inclusivity are at the heart of how we work, creating a supportive environment where every voice is valued.
You'll be responsible for
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Monitoring real-time queues
Keeping an eye on phone, web chat, and case handling queues to ensure resources meet customer demand and service level requirements.💡
Providing recommendations
Offering timely suggestions to stakeholders on scheduling, resource allocation, and roster adjustments based on performance data.📅
Coordinating planned activities
Managing leave capacity, breaks, meetings, and coaching within published rosters and daily schedules.Key criteria
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Experience with workforce management tools
Proven experience with tools like Genesys Cloud for scheduling.View
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Analytical skills
Demonstrated ability to interpret reports and analyze data trends.View
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Rostering experience
Experience in a rostering or scheduling environment is essential.View
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