Workforce Management Specialist

This is a fully remote position, open to applicants in Alabama, +33 more states.

📋 Description

• Assist in the establishment of workforce management protocols, scheduling, analysis, and forecasting to ensure that both internal and external service-level agreements are met.

• Conduct basic troubleshooting on workforce management systems, including input and output systems, escalating issues when necessary.

• Analyze existing data or request new reports to provide staffing recommendations.

• Generate and solicit enhancements for analytic reports to pinpoint performance improvement opportunities, suggest efficiencies, and forecast staffing needs for future volumes.

• Execute and analyze volume forecasts, shrinkage analysis reports, headcount necessities, requirements for new hires or modified shifts, and average handle time assessments.

• Carry out and document routine data validation for WFM systems and reports.

• Assess short- and long-term forecast accuracy and achieve set forecast accuracy objectives.

• Organize activities based on anticipated contact patterns and maintain up-to-date activities within the WFM system.

• Inform relevant parties when offline activities require rescheduling.

• Modify call routing as instructed in response to atypical call patterns; manage multiple queues and skill groups.

• Recognize departmental reporting requirements, submit enhancement requests, and oversee their implementation.

• Observe staff to discover opportunities for reducing handle time or enhancing first-call resolution.

• Document and compile requirements for reports, charts, scorecards, dashboards, and forecasts.

• Create training materials and document policies and procedures.

• Carry out additional duties as assigned.

⛳️ Requirements

• A minimum requirement of a high school diploma or equivalent.

• An associate degree in mathematics, statistics, or a related field is preferred.

• At least four years of experience in a contact center environment is required.

• A minimum of one year of experience in workforce management, including forecasting, scheduling, and using WFM tools.

• Desired experience in writing reporting requirements, testing, and implementing reports.

• Active participation in, adherence to, and support for compliance program objectives.

• Capability to consistently interact cooperatively and respectfully with colleagues.

🏝️ Benefits

• Competitive industry-level benefits for Health, Dental, and Vision insurance.

• 20 days of paid time off.

• 4 weeks of paid parental leave.

• 9 paid holidays.

• 401K company match of up to 5% with no vesting requirement.

• Adoption Assistance Program.

• Flexible Spending Account.

• Educational Assistance Plan and support for Professional Memberships.

• Referral Bonus Program offering up to $750!