Customer Care Workforce Management Specialist

ACE Hardware•Fort Myers, FL

2d•$57,000

About The Position

The Customer Care Workforce Management (WFM) Specialist is responsible for developing, maintaining, and enhancing integrated workforce management processes that support the optimization of Care Center productivity. This role focuses on accurately forecasting staffing needs, creating and managing employee schedules, and developing and delivering reports to support operational goals. The WFM Specialist ensures that Ace Care Center objectives are met through effective day-to-day and hour-to-hour workforce planning and performance monitoring.

Requirements

Minimum of 2+ years of call center experience within a Workforce Management (WFM) environment
2+ years of hands-on experience with workforce management platforms, with Verint strongly preferred
2+ years of experience developing and maintaining reports using Salesforce, Verint, and/or Five9
Demonstrated ability to collect, interpret, and analyze statistical and operational data to generate actionable insights
Advanced proficiency in Microsoft Excel; VBA and SQL experience preferred
Proven ability to design, implement, and maintain systems and processes for data collection, analysis, and reporting
Strong ability to prepare, present, and deliver accurate reports within established deadlines
Ability to remain composed under pressure and communicate effectively in both written and verbal formats
Consistently exhibits a high level of professionalism, integrity, and maturity
Highly detail-oriented with strong organizational and time management skills
Strong interpersonal skills with the ability to work independently and effectively without constant supervision

Responsibilities

Collect and analyze contact center data and trends, including call volume, call patterns, staff productivity, attrition, and resource utilization
Leverage data insights to forecast hiring, scheduling, and workforce planning needs based on real-time business factors such as vacations, call-offs, and interaction volume fluctuations
Maintain workforce management databases, validate data integrity, and produce accurate and timely reports
Utilize call volume and performance reports to support capacity planning and ensure effective resource alignment within the call center
Monitor inbound call traffic and ensure efficient call distribution based on staff availability and skill sets.
Perform intraday monitoring and make real-time staffing adjustments to maximize efficiency and consistently achieve service level objectives and business goals
Generate, evaluate, and maintain staffing schedules; ensure scheduling systems remain accurate and up to date
Develop short- and long-term staffing models and provide data-driven recommendations to leadership
Prepare and deliver daily and intraday performance reports to leadership and key stakeholders
Perform additional duties as assigned or modified at the discretion of management

Benefits

Incentive opportunities, based on role/grade level (company growth over the past 5 years resulted in incentives being paid out at an average of 122% of your target opportunity!)
Generous 401(k) retirement savings plan with a fully vested matching contribution for the first year in addition to quarterly contributions and annual discretionary contribution (once eligibility requirements have been met). Over the past 5 years, company contributions (matching, quarterly & discretionary) for fully eligible employees have averaged 10% of total eligible compensation
Comprehensive health coverage (medical, dental, vision and disability) & life insurance benefits for you and your dependents
21 days of vacation immediately available (prorated in the first year)
Ace invests in every employee we hire, with a key focus on development and coaching. We offer on-site classes, facilitator-led courses, and a generous tuition assistance program, plus a performance management approach that goes beyond the typical annual review
We know the work environment matters. That’s why Ace Care Center holds events like Employee Appreciation Week, Customer Service week, birthday/holiday celebrations, and much more!
Employee discounts on Ace merchandise (including top brands like Weber, Traeger, Yeti, Craftsman, DeWalt and more), travel, fitness, computers and thousands more
Birth/Adoption bonding paid time off
Adoption cost reimbursement
Employee Assistance Program (EAP) – access to free visits to therapists and lawyers, guidance on financial matters, elder and childcare, and assistance with tickets to entertainment events
Identity theft protection