Workforce Management Specialist

Role Summary
This role supports workforce management by analyzing staffing and performance issues, creating and monitoring schedules, managing real-time contact center operations, and providing data-driven insights to improve service levels and operational efficiency.
Responsibilities
Conduct root-cause analysis and recommend actions on staffing and performance issues affecting service levels.
Create and maintain schedule shells, aligning productive hours with interval-level staffing needs and regional labor laws.
Monitor queues and analyze data in real time to ensure operational efficiency.
Produce real-time and historical reports with key WFM and contact center KPIs.
Support continuous process improvement through data analysis on performance and staffing trends.
Assist with forecasting and capacity planning activities.
Complete all deliverables accurately and on schedule.
Maintain detailed records of daily activities, actions taken, and business impacts....