Contact Center Workforce Coordinator

Xometry (NASDAQ: XMTR) powers the industries of today and tomorrow by connecting the people with big ideas to the manufacturers who can bring them to life. Xometry’s digital marketplace gives manufacturers the critical resources they need to grow their business while also making it easy for buyers at Fortune 1000 companies to tap into global manufacturing capacity.

Xometry (NASDAQ: XMTR) powers the industries of today and tomorrow by connecting the people with big ideas to the manufacturers who can bring them to life. Xometry’s digital marketplace gives manufacturers the critical resources they need to grow their business while also making it easy for buyers at Fortune 1000 companies to tap into global manufacturing capacity.

The Workforce Management Specialist will be responsible for ensuring that our contact center is adequately staffed and resources are effectively allocated to meet our service level goals. This role involves analyzing staffing requirements, creating schedules, managing real-time adherence, and forecasting future needs. The ideal candidate has experience in workforce planning and is skilled at using data to make strategic decisions that support our customer service objectives.

Key Responsibilities:

• Forecast call volume, handle times, and staffing needs using historical data.
• Create and adjust schedules (weekly, monthly, long-term) to meet contact center demands, aligning with team leads on coverage for peak times and holidays.
• Balance workload and agent availability by revising standard schedules quarterly and prioritizing performance-based requests.
• Monitor real-time adherence, communicate performance metrics, and proactively adjust for coverage gaps to optimize occupancy and reduce abandon rates.
• Develop and maintain workforce reports (e.g., occupancy, adherence, shrinkage, service levels), and share daily summaries with stakeholders, including executive leadership.
• Analyze staffing patterns and provide insights for process improvements to enhance service efficiency and meet KPIs.
• Collaborate with leadership to refine workforce management processes and act as an SME, educating the team on principles like occupancy and abandon rates.
• Drive efficiency projects, including software implementations and process improvements.
• Perform other duties as assigned to support the overall success of the contact center.

Education & Experience:

• Bachelor’s degree in business, management, or a related field (or equivalent experience).
• 2+ years of experience in workforce management within a contact center or similar environment.
• Experience in a B2B or manufacturing-related contact center preferred

Skills & Qualifications:

• Strong analytical skills, with a data-driven approach to problem-solving and decision-making.
• Excellent organizational and time-management skills, with an ability to manage multiple priorities.
• Effective communication and collaboration skills, able to work with cross-functional teams.
• Familiarity with workforce management concepts such as shrinkage, occupancy, adherence, and forecast accuracy.

Here at Xometry we believe in diversity, equity, inclusion and belonging. We are committed to welcoming, respecting, and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all.

Xometry is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

For US based roles: Xometry participates in E-Verify and after a job offer is accepted, will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.