Workforce Management Specialist

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

📋 Description

• Execute and evaluate volume forecasts, shrinkage analysis reports, headcount needs, new hire/modified shift requirements, and average handle time analysis to guarantee precise scheduling.

• Perform and document regular data validation for WFM systems and reports.

• Collaborate with leadership from various departments to comprehend all possible effects on volume and staffing.

• Assess the accuracy of forecasts on both a short-term and long-term basis.

• Achieve established goals for forecast accuracy.

• Review staffing forecasts on a daily, weekly, and other bases while proactively addressing staffing issues.

• Monitor volume demand in real time throughout the day and adjust the workforce as necessary.

• Organize activities based on forecasted contact patterns and ensure activities are up-to-date in the WFM system.

• Inform relevant parties when off-line activities require rescheduling.

• Schedule off-phone activities during times of low contact volumes.

• Modify call routing as instructed when atypical call patterns occur to ensure service levels are maintained; oversee multiple queues and skill groups.

• Identify the need for departmental reports related to individual and unit performance metrics and submit requests for enhancements; follow through until production.

• Develop agent schedules that cater to contact volume requirements and enhance contact center performance.

• Generate standard and ad-hoc reports as needed for both internal and external clients with a high degree of accuracy and professionalism.

• Document and compile requirements to create reports, charts, scorecards, dashboards, and forecasts for business utilization.

• Responsible for creating training materials and documenting policies and procedures.

• Perform additional duties as assigned.

⛳️ Requirements

• High school diploma or GED is mandatory.

• An Associate’s degree in Mathematics, Statistics, or a related field is preferred.

• A minimum of 4 years of experience in a contact center environment is required.

• At least 1 year of workforce management experience in forecasting, scheduling, and utilizing WFM tools is required.

• Experience in writing reporting requirements, testing, and implementing these reports is preferred.

• Participate in, adhere to, and support compliance program objectives.

• Ability to consistently interact cooperatively and respectfully with fellow employees.

🏝️ Benefits

• Industry-leading 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!