Workforce Management Specialist

DriveTime•Fort Worth, TX

2d•Onsite

About The Position

As a Workforce Management Specialist, you will play a critical role in optimizing workforce planning, scheduling, and real-time adherence across multiple contact center sites, ensuring service levels, efficiency, and quality outcomes are consistently achieved through data-driven insights and strategic support. You will be responsible for leveraging collections and contact center data to analyze strategies, recommend improvements, and identify defects or areas of concern. You will act as a liaison to Contact Center leadership, supporting the implementation of call, email, and SMS routing strategies, and providing post-deployment volume trend analysis. You will collaborate closely with lines of business to meet service level objectives while ensuring consistent, accurate reporting and compliance across all contact center groups. You will monitor inbound and outbound associate performance and provide actionable recommendations to support operational success. You will proactively identify opportunities to implement new workforce strategies across all areas of the contact center and ensure the integrity and 100% accuracy of all reports distributed by the Contact Center Analyst team. You will support projects, initiatives, and ad hoc data extrapolation requests from Contact Center Leadership and serve as a subject matter expert (SME) for scheduling across onshore and offshore lines of business.

Requirements

Strong analytical and reporting skills with the ability to translate data into clear, actionable insights
Ability to thrive under tight deadlines and manage multiple time-sensitive priorities
Excellent verbal and written communication skills with confidence engaging a variety of audiences, including leadership
A proactive problem-solver who not only identifies issues but drives effective solutions
A collaborative team player who contributes to a high-performing, supportive team environment
Naturally curious with a desire to continually learn, improve, and expand knowledge
Exceptional organization and time management skills with the ability to prioritize and adapt as priorities shift
High attention to detail with a commitment to accuracy and quality in all deliverables
1+ year of experience in a contact center environment
1+ year of workforce management experience, including forecasting and scheduling within a contact center
Bachelor’s degree or equivalent experience
Proficiency in Microsoft Office applications

Nice To Haves

Experience with Genesys Cloud within a contact center environment
Working knowledge of SQL, Snowflake, or Python
Experience building reports in Sigma

Responsibilities

Leveraging collections and contact center data to analyze strategies, recommend improvements, and identify defects or areas of concern
Acting as a liaison to Contact Center leadership, supporting the implementation of call, email, and SMS routing strategies, and providing post-deployment volume trend analysis
Collaborating closely with lines of business to meet service level objectives while ensuring consistent, accurate reporting and compliance across all contact center groups
Monitoring inbound and outbound associate performance and providing actionable recommendations to support operational success
Proactively identifying opportunities to implement new workforce strategies across all areas of the contact center
Ensuring the integrity and 100% accuracy of all reports distributed by the Contact Center Analyst team
Supporting projects, initiatives, and ad hoc data extrapolation requests from Contact Center Leadership
Serving as a subject matter expert (SME) for scheduling across onshore and offshore lines of business