Intraday Workforce Management Specialist

Mira Home•Lindon, UT

1d•$45,000 - $55,000•Onsite

About The Position

The Intraday Workforce Management Specialist is responsible for the real-time performance of our Customer Care Center (CCC) within NICE CXone. This role watches the day as it unfolds: monitoring queues, call volume, and service level against forecast, tracking agent adherence and attendance, and making the live adjustments that keep coverage right. When volume or staffing shifts, you are the first to see it and the first to act. This role is highly detail-oriented, fast-moving, and lives inside our workforce management software daily. You translate live data into clear decisions and quick communication so Team Leads and Specialists are set up to succeed.

Requirements

Minimum of 1 year of experience in a workforce management role within a call center or contact center environment
Strong understanding of workforce management principles, including forecasting, scheduling, adherence, utilization, and occupancy
Ability to make quick, data-informed decisions and manage competing priorities in a fast-paced, real-time environment
Excellent organizational skills and high attention to detail
Strong written and verbal communication skills, including the ability to give clear direction under time pressure
Proficiency with Microsoft Excel or similar tools for data analysis and reporting

Nice To Haves

Direct experience with NICE CXone or a comparable WFM/contact center platform
Experience with real-time or intraday management in a contact center
Experience supporting a multi-site or multi-location call center operation
Proficiency in Microsoft Office and Google Sheets

Responsibilities

Monitor queues, call volume, service level, and staffing against forecast throughout the day in NICE CXone
Managing multiple different dialer campaigns and queues within the contact center
Track real-time adherence and attendance, and address schedule deviations as they occur
Follow up with Team Leads on out-of-adherence agents, late arrivals, extended breaks, and unplanned absences
Adjust breaks, lunches, training, and off-phone activities to protect service level during volume spikes and lulls
Manage voluntary time off, overtime offers, and shift swaps in accordance with staffing needs and company policy
Adjust skill-based routing and queue priorities in coordination with the operations team to balance coverage
Escalate coverage risks to Customer Care leadership with a clear recommendation
Compare actual volume and handle time to forecast, and flag variances as they emerge
Recommend intraday reforecasts and staffing changes based on current trends
Share variance trends with the scheduling and forecasting side of WFM to improve future forecasts
Track and report on key real-time metrics, including adherence, occupancy, utilization, service level, and shrinkage
Prepare and distribute daily intraday summaries and regular attendance and adherence reporting to leadership
Identify recurring issues affecting service level and staffing efficiency
Identify and recommend improvements to real-time management workflows
Support onboarding and training of Team Leads and Specialists on adherence and WFM tools
Clearly and quickly communicate intraday changes, coverage gaps, and adherence expectations to Team Leads and Specialists
Translate live WFM data into simple, actionable updates for leadership
Proactively flag staffing risks before they impact service level
Help Team Leads understand how real-time adherence and coverage connect to team performance
Support the growth of intraday management knowledge across the CCC
Continuously build expertise in NICE CXone’s WFM and real-time tools
Keep intraday decisions aligned with forecasted volume, service level goals, and business priorities
Partner with Customer Care leadership to keep real-time coverage consistent with company goals
Maintain a unified approach to attendance, adherence, and coverage standards
Identify opportunities to improve intraday forecast accuracy and response time to volume swings
Recommend improvements to real-time management processes as the business grows
Fully leverage NICE CXone’s workforce management capabilities
Influence staffing outcomes through data, clarity, and consistency
Support Team Leads as a trusted partner on coverage and performance
Help build a culture of accountability around adherence and attendance