Call Center Workforce Management Specialist

Corpay • Wichita, KS

18h • Hybrid

About The Position

Corpay is currently looking to hire a Call Center Workforce Management Specialist within our Lodging division. This position falls under our Airline line of business and is located in Wichita, KS.
In this role, you will be responsible for monitoring real-time call center performance and ensuring service level agreements (SLAs) are met through effective workforce management and intraday planning. You will report directly to Manager Workforce Management and regularly collaborate with operations and workforce management teams.
As a Call Center Workforce Management Specialist, you will be expected to work in a hybrid environment. Corpay will set you up for success by providing:
Assigned workspace in Wichita, KS office
Company-issued equipment
Formal, hands-on training

Requirements

• Bachelor’s degree or 2–3 years of equivalent experience in a contact center environment
• Previous contact center Workforce Management experience required
• Strong problem-solving skills with the ability to identify root causes and recommend solutions
• Ability to thrive in a fast-paced environment with changing priorities
• Strong Excel skills required
• Working knowledge of Microsoft Word, Outlook, and PowerPoint
• Highly detail-oriented with strong organizational skills

Nice To Haves

• Experience with call center forecasting in a multi-skilled workforce management environment preferred
• Experience with enterprise call center management software (e.g., Avaya, Cisco, NICE inContact) preferred

Responsibilities

• Monitoring agent status in real time using CXone and NICE WFM tools
• Managing call volume, daily attendance, and break schedules to ensure optimal staffing levels
• Monitoring inbound operations, including call volume, project lists, and pending lists
• Producing hourly and bi-hourly intraday performance reports
• Managing real-time schedule adjustments, including break and lunch optimization
• Partnering with operations teams to analyze performance and improve service delivery
• Assisting with the development of service metrics and performance targets
• Identifying opportunities for process improvements and operational efficiencies
• Supporting projects and other duties as assigned

Benefits

• Medical, Dental & Vision benefits available the 1st month after hire
• Automatic enrollment into our 401(k) plan (subject to eligibility requirements)
• Virtual fitness classes offered company-wide
• Robust PTO offerings including major holidays, vacation, sick, personal, and volunteer time
• Employee discounts with major providers (wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Fun culture with company-wide contests and prizes

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level