Workforce Mgmt Coordinator

🚀 Join Our Winning Team as a Workforce Management Coordinator!

Are you ready to be the strategic heartbeat of a high-performing contact center? MAPFRE Insurance is seeking a dynamic Workforce Management Coordinator to help us deliver exceptional customer service while optimizing operational efficiency.

Why You’ll Love This Role:

• Collaborate with a passionate team and department leaders to ensure our contact center hits its goals.
• Participates in scheduling, forecasting, real-time monitoring, and system administration.
• Lead initiatives, drive innovation, and make impactful decisions with autonomy.

What You’ll Do:

• Forecast staffing needs and plan for special days.
• Analyze call volume trends and recommend smarter resource allocation.
• Generate and adjust schedules, review time-off requests, and optimize shift efficiency.
• Monitor real-time activity and make quick decisions to meet performance targets.
• Create insightful reports and propose innovative solutions to improve service delivery.
• Serve as a backup to the Workforce Manager and contribute to high-exposure projects.

What You Bring:

• 1–3 years of experience (or 3–5 years with a high school diploma).
• Strong knowledge of contact center operations and workforce software.
• Advanced Excel skills and familiarity with Genesys, Access, Excel, IEX or equivalent.
• A knack for interpreting data, solving complex problems, and making sound business decisions.
• A collaborative spirit and a commitment to excellence.

Nice to Have:

• Experience with Power BI for data visualization and reporting.

At MAPFRE, our commitment to care is not just our purpose; it’s the driving force behind everything we do. We care about the things that resonate with the needs of our employees, our customers and the community. 

• For Employees: We cultivate an inspiring and dynamic workplace where collaboration and innovation fuel the success of our high-performing teams. 
• For Customers: In addition to being Massachusetts’ #1 home and auto insurer, we provide unmatched peace of mind to our customers across the U.S. 
• For the Community: Our culture of care extends to impactful community engagement and environmental initiatives locally and globally. 

This is who we are at MAPFRE, and we invite you to be part of a movement that cares deeply and acts boldly. Together, we make a difference. 

Thank you for considering MAPFRE Insurance as part of your career journey. 

We're proud to be rated "A" (Excellent) by A.M. Best Company. We offer property and casualty insurance, working with over 3,000 independent agents and brokers in 11 states. 

If you require an accommodation for a disability so that you may participate in the selection process, you are encouraged to contact the MAPFRE Insurance Talent Acquisition team at talentacquisition@mapfreusa.com.

We are proud to be an equal opportunity employer.