Specialist, Workforce Management
About The Position
The ideal candidate is responsible for real-time monitoring and optimization of contact center performance, staffing levels, and agent activity. This role plays a critical part in ensuring adequate coverage across contact channels while maintaining key performance indicators (KPIs). Additionally, the WFM Specialist contributes to our operational efficiency and staffing alignment by forecasting volume and building strategic schedules to ensure we meet our service level agreements (SLAs). With a strong eye for detail and a proactive approach, this position supports system initiatives in collaboration with internal and external partners while balancing analytical expertise with strong communication skills to support both business goals and employee satisfaction.
Requirements
- Previous experience in workforce management, contact center operations, or fraud prevention.
- Strong familiarity with real-time performance monitoring tools and contact center systems.
- Proficiency with WFM tools (e.g., IEX, Verint, or similar).
- Experience supporting operational processes and collaborating across cross-functional teams.
- High attention to detail and organizational accuracy, particularly in handling financial data and fraud risk assessments.
- Strong Excel and reporting capabilities.
- Clear and effective communication skills with a collaborative and solutions-oriented mindset.
- The ability to multitask in a dynamic contact center environment.
- Basic project and testing support experience for system rollouts.
Nice To Haves
- Experience with knowledge management or content updates.
- Familiarity with Salesforce, SAP, or other CRM/ERP platforms.
Responsibilities
- Monitor agent availability and performance in real time, adjusting schedules and assignments as needed to ensure coverage and achieve service levels. Identify potential coverage gaps and act quickly to optimize resource allocation.
- Manage and adjust staffing plans and agent skill sets based on operational needs and daily performance data. Ensure correct skill routing and workload distribution to maintain efficiency and effectiveness.
- Review past volume trends, handle times, and seasonality to predict future workload and staffing requirements. Develop long-range capacity models to inform hiring pipelines, training schedules, and budget allocations, partnering with marketing, product, or sales teams to anticipate volume spikes driven by promotions, billing cycles, or product launches.
- Participate in meetings with internal teams (Operations, Training, Knowledge) and external vendors (e.g., NICE) to align on operational needs and ensure seamless service delivery, assisting with insight on product implementations for future enhancements.
- Manage the day-to-day operation of incoming and outgoing Consumer Services mail, including returned mail, parts shipments, replacements, and document routing. Maintain accurate records, handle printing of checks and letters, coordinate digital fulfillment tasks, and ensure materials are processed efficiently and sent accurately.
- Contribute to testing and validation of IT rollouts or system changes impacting Consumer Services, providing feedback to improve performance and functionality.
Benefits
- Medical, dental, vision, life insurance, holidays, vacation and sick time benefits available within a month of your start date
- Healthcare navigation, advocacy and support
- 401(k) company match up to 7.5% with immediate participation and vesting
- Ability to purchase company stock at a 15% discounted price from market value
- $600 annual wellness reimbursement program
- Up to $30,000 to help cover the cost of fertility treatments, adoption or surrogacy
- Up to 18 weeks of time away to support your growing family
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
