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 rec...