Workforce Management Specialist

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

📋 Description

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

• Perform and document regular data validation of Workforce Management (WFM) systems and reports.

• Evaluate forecast accuracy on both short-term and long-term scales and meet set forecast accuracy targets.

• Organize activities around anticipated contact patterns and maintain up-to-date information in the WFM system.

• Inform relevant parties when offline activities require rescheduling.

• Modify call routing in response to atypical call patterns to ensure service levels are upheld.

• Oversee multiple queues and skill groups.

• Recognize the need for departmental reports and submit enhancement requests through production.

• Shadow employees to pinpoint opportunities for reducing handle time and 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 responsibilities as assigned.

⛳️ Requirements

• A minimum of a high school diploma or equivalent is required.

• 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 workforce management experience in forecasting, scheduling, and using WFM tools is necessary.

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

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

• The ability to consistently interact cooperatively and respectfully with fellow employees is essential.

• Remote work is not available for residents of Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, North Dakota, Rhode Island, South Carolina, South Dakota, West Virginia, and Wyoming.

🏝️ Benefits

• Leading industry 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% - No vesting requirement.

• Adoption Assistance Program.

• Flexible Spending Account.

• Educational Assistance Plan and Professional Membership assistance.

• Referral Bonus Program – up to $750!

• Remote work arrangement.