Workforce Management Specialist I
About The Position
The Workforce Management Solutions Audit Team (SAT) Specialist I is responsible for validating the accuracy, integrity, and performance of systems, data, and processes. This role supports Workforce Management and Contact Center Operations by conducting routine and ad-hoc audits, identifying risks, validating compliance, and partnering cross-functionally to proactively address system and process gaps. The Specialist I builds stakeholder confidence through consistent audit practices and data-driven insights. This position is fully remote, allowing you to enjoy the flexibility of working from home while collaborating with skilled team members and contributing to groundbreaking solutions.
Requirements
- Working knowledge of Workforce Management and Contact Center systems.
- Strong analytical, critical thinking, and attention to detail skills.
- Ability to manage multiple priorities and handle sensitive data with discretion.
Nice To Haves
- Experience with NICE IEX or similar WFM platforms.
- Audit, quality assurance, or compliance experience.
- Advanced proficiency in Excel and data analysis tools.
Responsibilities
- Conduct routine and ad-hoc audits of systems (e.g., NICE IEX, Reporting, EEM) to ensure accuracy and compliance.
- Review operational workflows to identify defects, risks, or non-standard practices.
- Validate data integrity and system integrations across upstream and downstream platforms.
- Support compliance and governance efforts through documentation, evidence retention, and audit readiness activities.
- Collaborate cross-functionally to communicate findings and recommendations clearly and professionally.
- Accesses and reviews sensitive, confidential, and business-critical information as required to conduct audits; adheres to all organizational policies, security standards, data privacy requirements, and access control protocols; ensures information is accessed only as necessary, safeguarded appropriately, and used solely for authorized audit purposes to maintain compliance and stakeholder trust.
- Identifies, evaluates, and documents systemic risks and control gaps that may impact financial performance, regulatory compliance, data integrity, customer experience, or operational effectiveness.
- Provides audit insights, risk assessments, and trend analysis that inform leadership decisions related to system changes, process improvements, and operational governance.
- Manages assigned audit workstreams to meet business needs and deadlines.
- Builds collaborative, cross-functional relationships.
- Applies analytical skills to identify improvement opportunities across systems and processes.
- Practices self-leadership, adaptability, and effective communication.
Benefits
- For information regarding our benefit programs and eligibility, please visit our benefits page.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
