The Workforce Management Coordinator is responsible for scheduling and effectively utilizing Deluxe Merchant Services’ call center Human Capital to maximize efficiency. This position works closely with call center and corporate management to help realize the company’s productivity vision. This is accomplished by collecting, evaluating and acting on workforce data and by managing intra-day activities and resources.

Job Functions

Responsible for managing Call Center resources by utilizing Workforce Management applications to meet service levels and response time within the Call Center.

Generate short and long-term forecasts, plan and implement staffing and scheduling adjustments, and participate in the generation of monthly and holiday schedules.

Monitor daily, weekly and annual statistics, ensure schedule adherence and analyze reports to make recommendations for operational efficiency.

Administer shift change requests, serve as the first point of contact for employee call-ins, maintain confidential employee records and handle confidential staffing changes.

Conduct training session, participate in technology upgrades and special projects and serve on ad hoc committees as needed.

Basic Qualifications:

High school diploma or GED required.

6 months experience in service or scheduling or related field.

Ability to interact and communicate with individuals/departments on a professional level

Ability to speak clearly and listen actively.

Basic proficiency/understanding of computers, Microsoft Excel, Word, and Outlook.

Willingness to collaborate with others and contribute to a positive team environment.

Preferred Qualifications:

1-3 years of related experience and/or training in Workforce Management

Prior experience with Workforce Management software, such as Verint, Calabrio, or NICE

Ability to analyze and report statistical trending data that may require action to ensure business continuity

Understanding of PowerPoint

Ability to multi-task in a fast-paced environment

Must be 18 years of age or older

Benefits

In line with our commitment to employee wellbeing, our total rewards benefits package is designed to support the physical, financial, and emotional health of our employees, tailored to meet their unique and evolving needs. Our approach considers our employees’ whole selves, ensuring they can thrive both in and outside of work. Here are some of the benefits we offer, which may vary based on role, location, or hours worked:

Healthcare (Medical, Dental, Vision)

Paid Time Off, Volunteer Time Off, and Holidays

Employer-Matched Retirement Plan

Employee Stock Purchase Plan

Short-Term and Long-Term Disability

Infertility Treatment, Adoption and Surrogacy Assistance

Tuition Reimbursement

These benefits are designed to enhance the health, protect the financial security, and provide peace of mind to our employees and their families.

Deluxe Corporation is an Equal Employment Opportunity employer:
All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, disability, sex, age, ethnic or national origin, marital status, sexual orientation, gender identity or presentation, pregnancy, genetics, veteran status or any other status protected by state or federal law.
 

Please view the electronic EEO is the Law Poster which serves to inform you of your equal employment opportunity protections as part of the application process.

Reasonable Accommodation for Job Seekers with a Disability: If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to deluxecareers@deluxe.com.