Command Center Coordinator | Work from Office | Night Shift

We’re Hiring: Command Center Coordinator

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered!

Join our team at Cloudstaff, the #1 workplace everywhere! Think you qualify for the role? Attach a 1-2 minute video intro and introduce yourself to us so we can meet you virtually. Attach this together with your updated CV to become a priority applicant!

Role: Command Center Coordinator
Work Arrangement: Work from Office
Location: Philippines - Pampanga (Angeles)/Ortigas
Schedule: Night Shift

Job Description:

The Workforce Coordinator is responsible for controlling traffic across our voice, chat, and email channels. In addition to skill prioritization, forecasting and planning, this position includes identifying call volume anomalies and escalating it to the Sr. Workforce Management Analyst. This person will be required to ensure our skill matrices are updated properly and accurately along with regularly scheduled audits. They will work closely with the Sr. Workforce Management Analyst to continue to improve and optimize their forecasting practices. They will also be required to evolve with constantly changing business conditions as the business onboards new technology, partners, customer channels, work sites, and strategies.

Essential Responsibilities:

• Maintain and manage forecasts to ensure accuracy, timeliness, and alignment with departmental averages, including adjustments for systemic issues.
• Analyze forecasted volumes against actual performance and make data‑driven recommendations to improve service levels.
• Continuously review forecast accuracy and identify opportunities for refinement and long‑term improvement.
• Ensure accurate configuration and ongoing maintenance of forecasts within IEX, in alignment with overall workforce strategy.
• Identify call volume trends and anomalies and proactively escalate findings to leadership.
• Process and evaluate all skill change requests, ensuring alignment with operational goals and business objectives.
• Maintain the accuracy and integrity of skill and competency matrices.
• Communicate effectively with leadership at all levels, sharing relevant day‑to‑day operational insights with the Senior Workforce Management Analyst and maintaining strong partnerships with others in the business.
• Conduct regular audits of skill and competency matrices to ensure ongoing accuracy and compliance.
• Perform additional duties as assigned.

Working Conditions

• Physical Effort & Requirements

  • Sedentary Work: Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.  Walking and standing are required only occasionally.

• Mental Requirements

  • Must be capable of managing stress, handling multiple priorities, working as a part of a team, have excellent written & verbal communication (English), and be fluent in mathematical disciplines.

Qualifications and requirements:

• 2+ years of call center experience including experience within roles requiring the management of complex enterprise level processes.
• Proven experience in Workforce Management, forecasting, or capacity planning within a contact center or operational environment.
• Hands‑on experience with WFM tools (IEX preferred), including forecast creation, maintenance, and configuration.
• Strong analytical skills with the ability to interpret trends, variances, and performance data to support decision‑making.
• Strong skills in Microsoft Excel and other reporting tools such as Power BI (preferred)
• Excellent organization, above-average multi-tasking, and demonstrated ability to work in a team environment

Knowledge, Skills, and Abilities Required:

• Knowledge: Acquired information, concepts, or theories through education or work experience, such as working knowledge of quantitative and qualitative research methods.
• Skill: Competencies and functional skills required for the position such as verbal and written communication skills, time management skills, conflict resolution skills, etc.
• Ability: An acquired or natural talent to perform an action, complete a task, or exhibit a specific behavior in certain situations, such as demonstrated ability to manage a high volume of work with conflicting priorities and deadlines, demonstrated ability to exercise judgment and discretion when handling confidential information, etc.

Non-negotiable skills and requirements:

• IEX experience(1 year minimum) is a MUST

Perks & Benefits (Work From Office/Hybrid):

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment

• Up to 24 leave credits per year

• Flexible leave credits which may be used for vacation, emergency and sick leaves

• Endless opportunities for career advancement

• Exclusive ATM inside the office for employee's convenience

• Annual Performance Review with Salary Increase

• We set you up for success with a company-provided PC/Laptop and fiber internet connection

• Look forward to weekly office perks for work from office staff – Free Coffee, Meals and Beer Fridays!

• Top notch workplace with first class VIP lounge and game rooms

• Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance

• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues

• Mental Wellness Employee Assistance program through Lifeworks

• In-house psychiatrist available to support employees' well-being

• Become part of the Employee Share Units program

• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.

  Cloudstaff : Build Your Career, Anywhere
  Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

  Why Cloudstaff is the #1 Workplace?

  • Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
  • Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
  • Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.

  **To become a priority applicant, please share a 1-2 minute video introduction detailing you experience in this specific role. You can upload your video to the CSJobs platforms. Please use a clean, distraction-free background and speak clearly and articulately.**