Workforce Management Coordinator
Location: Santa Clara, CA
Job Type: Contract
Company: IDR
Category: Administrative / Clerical
Job Description Apply Now
The Workforce Management Coordinator plays a pivotal role in optimizing support operations within a leading cloud platform technology environment. This full-time position, based in Santa Clara, CA, focuses on ensuring seamless case dispatching and strategic workforce allocation to empower regional support teams in delivering exceptional technical support and customer service. As a Workforce Management Coordinator, you will engage in a dynamic, fast-paced setting where your expertise in workforce management, technical support, and resource distribution drives efficient service delivery and upholds the company’s service level agreements (SLAs).
This opportunity is ideal for professionals seeking to advance their careers in a technology-driven organization, where collaboration, innovation, and operational excellence are valued. The Workforce Management Coordinator works closely with the Global Queue Manager and serves as a central communication hub, linking support representatives, team leads, and global management to maintain operational fluidity. Your efforts will directly contribute to the organization’s mission to provide outstanding cloud platform support while maintaining high standards of service and customer satisfaction.
In this role, you will be responsible for reviewing incoming support cases and efficiently assigning them to team members with the appropriate skill sets. You will meticulously maintain scheduling data in the Workforce Management system, ensuring that workforce distribution is both balanced and responsive to real-time demands. Your daily interactions will require strong organizational, technical, and communication abilities, as well as a solid understanding of the ServiceNow platform and related cloud technologies. By supporting daily operations and facilitating open communication channels, you will help ensure that the support teams are consistently equipped to meet customer needs and organizational objectives.
Successful candidates for the Workforce Management Coordinator position possess a minimum of two years of relevant experience, preferably in customer service, technical support, project management, workforce management, or resource management. Familiarity with ServiceNow and cloud platforms is especially advantageous, as is proficiency in data entry and the use of MS Excel. The ideal candidate is adept at collaborating across diverse teams, negotiating schedules, and managing resources within a technology-focused support environment.
By joining this industry-leading organization, you will enjoy a competitive compensation package and a comprehensive range of benefits, including medical, dental, vision, and life insurance. The company prides itself on its long-standing reputation for excellence, supported by a dedicated Engagement Manager and a commitment to employee success and growth. Further, you will become part of a culture that values teamwork, professional development, and innovation, all while working in the vibrant tech community of Santa Clara, CA.
If you are driven to make an impact in workforce management and are seeking a rewarding opportunity with a forward-thinking company, we encourage you to apply for the Workforce Management Coordinator position by clicking the job application button. Join a team where your skills are valued and your contributions help shape the future of cloud platform support.
Workforce Management Coordinator - Summary- Full-time position supporting cloud platform support operations
- Focus on case dispatching, workforce allocation, and service level management
- Collaborates with global and regional support teams
- Opportunities for growth in a leading technology organization
- Collaborate with the Global Queue Manager to ensure effective case dispatching and scheduling across regional teams
- Review, prioritize, and assign incoming support cases to appropriately skilled team members
- Maintain and update team schedules in the Workforce Management system to ensure service level commitments are met
- Serve as a communication link between support representatives, team leads, and global management
- Utilize technical awareness to understand ServiceNow-related terms and processes
- Support and facilitate smooth daily operations within the support environment
- Competitive compensation package
- Comprehensive benefits including medical, dental, vision, and life insurance
- Employee Stock Ownership Program
- Dedicated Engagement Manager for career support
- Recognition as a ClearlyRated Best of Staffing® Client and Talent Award winner
- 2+ years of experience in customer service, technical support, project management, workforce management, or resource management
- Familiarity with cloud platforms and the ServiceNow environment is advantageous
- Strong organizational, communication, and technical skills
- Proficient in data entry and MS Excel
- Ability to collaborate and negotiate effectively within a team
- Detail-oriented and process-driven with strong problem-solving abilities
- Excellent communicator capable of collaborating with multiple teams
- Technically savvy, especially with ServiceNow and workforce management systems
- Able to thrive in a fast-paced, technology-focused environment
- Demonstrates a commitment to service excellence and continuous improvement
- Position is located in the thriving tech hub of Santa Clara, CA, offering a collaborative and innovative work atmosphere
- Supports a company mission centered on delivering exceptional service and technical support for cloud platform solutions
- Career advancement opportunities within a well-established, industry-leading organization
- Commitment to diversity, equity, and inclusion; EEO and legal compliance fully upheld
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. IDR is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite employees to voluntarily self-identify their race or ethnicity, gender, and veteran status (if applicable). Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. You may access this form here.
If you are interested in joining a team that values your expertise and is dedicated to your professional growth, please click the job application button to submit your application for the Workforce Management Coordinator position.