Workforce Management Specialist (Hybrid)

Homebase•Houston, TX

1d•Hybrid

About The Position

We're looking for a Workforce Management Specialist who is passionate about operational excellence, data-driven decision-making, and creating exceptional customer experiences. In this role, you'll ensure our Customer Experience team operates at peak performance by managing intraday operations, optimizing staffing, improving workforce efficiency, and delivering actionable insights through reporting and analytics. You'll partner closely with CX Leadership and cross-functional stakeholders to keep our teams running smoothly while helping us move faster, learn faster, and continuously improve. If you love solving operational puzzles, thrive in a fast-paced environment, and enjoy turning data into action, we'd love to meet you.

Requirements

2+ years of Workforce Management experience in a contact center environment.
Experience supporting real-time workforce operations, scheduling, and intraday management.
Experience with contact center technologies and workforce management platforms.
Strong analytical skills with experience using SQL and Looker (or similar BI tools).
Comfortable making fast, data-driven decisions in a dynamic environment.
Excellent communication and cross-functional collaboration skills.
Builder mentality with a bias toward action and continuous improvement.
Experience using AI tools (such as ChatGPT, Gemini, Claude, or similar) to improve productivity, automate workflows, analyze data, or increase operational efficiency.
Curiosity to experiment with new AI-powered tools and continuously improve the way work gets done.

Responsibilities

Monitor intraday performance and make real-time staffing adjustments to ensure service level goals are achieved.
Build and maintain interim schedules based on customer demand, staffing changes, and business priorities.
Optimize work assignments across support teams to maximize productivity and reduce backlog.
Monitor queue health and proactively identify risks before they impact the customer experience.
Manage DEFCON escalations and communicate operational risks to leadership.
Build and maintain reporting dashboards that provide actionable operational insights.
Manage performance scorecards by tracking key operational metrics and identifying opportunities for improvement.
Analyze workforce and customer support data using Looker and SQL to identify trends and improve staffing decisions.
Identify opportunities to automate reporting and improve workflows using AI and modern productivity tools.
Bring a builder's mindset by continuously improving how workforce management operates at Homebase.