Workforce Analyst & Agent Scheduling Specialist

Leading Edge Connections•San Antonio, TX

1d•$18 - $20•Remote

About The Position

Leading Edge Connections (LEC) is an industry-leading outsourced contact center solutions provider specializing in high-performance teams, world-class customer experience, and operational excellence. We are growing rapidly and expanding our Workforce Management team to support one of our flagship programs. If you thrive in a fast-paced environment, love data, stay laser-focused under pressure, and can balance real-time decision-making with long-term planning, this role is for you. As a Workforce Management (WFM) Specialist at LEC, you will play a critical role in ensuring our operations run smoothly every single day. You will monitor staffing, attendance, queues, and trends to keep the team properly covered and performing at their highest level. You are the heartbeat of daily operations.

Requirements

1–3+ years of Workforce Management or Contact Center experience preferred
Strong understanding of staffing models, intraday management, and KPI trends
Exceptional communication and organizational skills
High accuracy and attention to detail
Ability to manage fast-moving situations and make decisions quickly
Proficiency in spreadsheets, WFM tools, and reporting
A calm, professional presence under pressure

Responsibilities

Monitor daily staffing, attendance, intraday performance, and schedule adherence to ensure optimal coverage.
Adjust schedules in real time based on callouts, volume spikes, or unexpected operational changes.
Communicate coverage gaps, attendance issues, and schedule impacts with Operations and Team Leads.
Track PTO, callouts, attendance patterns, and schedule changes with accuracy and integrity.
Identify volume trends and flag unusual patterns or emerging risks to Leadership.
Produce daily, weekly, and monthly reports on staffing, attendance, productivity, and forecasting.
Support long-term planning by recommending staffing adjustments for low and high seasons.
Work closely with Training, Operations, and Quality to align schedules with current business needs.
Stay responsive and clear in all communications, especially during fast-moving operational periods.
Ensure agents understand schedules, breaks, expectations, and WFM guidelines.
Follow up on attendance concerns and escalate patterns appropriately.
Help manage and track special projects, team transitions, and multi-skill movements.
Maintain organized, clean, and accurate WFM tools, trackers, and documentation.
Partner with clients when needed to confirm volume expectations or schedule adjustments.
Support Operations by analyzing adherence, productivity trends, and staffing gaps.
Help develop and refine schedule templates, staffing models, and rotation plans.
Maintain professionalism and confidentiality when handling sensitive attendance or performance data.
Must be reliable and able to support weekdays, weekends, and peak seasons when WFM coverage is needed most.