Workforce Management Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage workforce management systems, scheduling, and staffing strategies.

• Ensure adequate coverage while coordinating time off, training sessions, meetings, and other workforce activities.

• Oversee real-time call center performance metrics, service levels, queue statistics, and adherence to schedules.

• Identify risks and initiate corrective actions to address staffing issues, service interruptions, or performance challenges.

• Assist in workforce forecasting and strategic planning.

• Keep precise records of scheduling data, staffing details, workforce management documentation, and related information.

• Evaluate forecasted versus actual workload volumes, staffing requirements, and performance indicators.

• Create and disseminate workforce management reports, dashboards, and performance indicators.

• Monitor service levels, staffing utilization, schedule compliance, occupancy rates, and overall workforce efficiency.

• Relay service level risks and operational issues to leadership.

• Foster relationships with stakeholders and vendors.

• Participate in process enhancements, reporting improvements, and workforce management system projects.

• Collaborate with management and business partners to address staffing demands and workforce performance matters.

• Act as a crucial resource for workforce administration and ongoing improvement initiatives.

⛳️ Requirements

• High School Diploma or an equivalent qualification.

• Over 3 years of experience in workforce management within contact centers, clinical operations, back-office settings, or similar business areas.

• Desired experience with the Interactive Intelligence telephony system and workforce management solutions.

• Demonstrated ability to analyze, interpret, and summarize complex data related to call center technologies.

• Intermediate proficiency in forecasting and scheduling across all contact channels.

• Experience in presenting reports, forecasts, trends, and recommendations to various organizational levels.

• Excellent verbal and written communication abilities.

• Strong analytical and data mining skills.

• Knowledge of call flow technologies and strategies.

• Must be able to pass a background check upon hire and during employment, including checks for criminal records, employment history, education verification, sanctions, watchlists, sex offender registries, and a 10-Panel Drug Screen.

• Must have high-speed internet with a minimum download speed of 20 Mbps, upload speed of 5 Mbps, and a maximum latency of 100 milliseconds.

• A quiet workspace with minimal background noise is required for calls.

• Ability to remain seated for extended periods, communicate effectively, inspect information, perform repetitive motions, interpret data, solve problems, make decisions, organize and plan effectively, while maintaining a positive and professional demeanor.

• Proven written and verbal communication skills.

• Strong organizational abilities.

• Demonstrated leadership qualities.

• Willingness to collaborate in a team-oriented environment.

• Capacity to multitask and manage several priorities simultaneously.

• Self-motivated individual who can work independently.

🏝️ Benefits

• Annual performance-based discretionary incentive.

• Comprehensive medical, dental, and vision insurance.

• 401(k) plan with a competitive employer match.

• Company-sponsored life and disability insurance.

• Paid parental leave and wellness incentives.

• Generous paid time off policy, including time for volunteering.

• Flexible spending accounts for healthcare and dependent care expenses.

• Opportunities for professional development and tuition reimbursement.

• Flexibility to work remotely (depending on the role).

• Chance for significant personal and professional growth.

• Equipment provided by the company.