Workforce Management Specialist

📋 Description

• Monitor inbound contact center queues and channels to align staffing with forecasted volume
• Track agent adherence to scheduled activities and flag deviations in real time
• Manage inbound WFM tickets, including schedule changes and break/lunch approvals
• Review attendance records to ensure scheduling and payroll accuracy
• Pull and analyze workforce data from ACD/telephony and WFM systems
• Deliver daily and ad hoc WFM exception reports to leadership

🎯 Requirements

• 1–3 years in a contact center with WM/scheduling or real-time monitoring
• Hands-on Five9 telephony/ACD experience
• Excel: advanced with VLOOKUP/XLOOKUP, IF, rolling averages, pivot tables
• Familiar with ACD/telephony platforms (Five9, Genesys, Avaya)
• Strong analytical mindset with attention to detail and trend analysis
• Excellent organizational/time management; manage competing priorities

🎁 Benefits

• Health and wellness benefits
• Flexible PTO and up to 16 weeks paid parental leave
• 2 days of paid paw-ternity leave
• Paid holidays
• 401k program
• Education reimbursement