Specialist - Workforce Management

📋 Description

• Develop and drive schedule efficiency by aligning team members, forecast volumes, and arrival
• Build and adjust schedules in line with stakeholder requirements and employee considerations.
• Identify in real-time and anticipate reasons for target or SLA drops, efficiency challenges
• Serve as the primary point of contact for the internal support teams on intraday requests.
• Proactively communicate recommendations that provide improvements and/or solutions that support the
• Collaborate with internal stakeholders to flag issues, resolve problems, and design/change

🎯 Requirements

• 2+ years of experience with MS Excel or Sheets (including mathematical formulas, pivot tables
• 2+ years of experience in Workforce Management, planning/scheduling, or operational leadership.
• 1+ years of experience in a customer-facing role (even if the customer is internal).
• Bonus points: 1+ years of experience using WFM tools (NICE, InContact, Five9, Verint, etc.)
• Bonus points: 1+ years of experience in real-time workforce analysis.

🎁 Benefits

• Base pay: $23.29-$30.56 per hour
• Employee benefits including medical, dental, and vision
• Monthly vacation accrual at a rate of 15 days per year
• 11 paid holidays
• Paid sick time
• Paid parental leave