Workforce Management Specialist - Contact Center
About The Position
This position combines analytics, forecasting, scheduling, and workforce optimization to ensure staffing decisions are data-driven, proactive, and aligned with business objectives. You'll partner closely with operational leaders to anticipate staffing needs, monitor performance, identify trends, and provide recommendations that help drive service excellence. If you enjoy working with data, solving complex staffing challenges, influencing operational decisions, and turning insights into action, this role offers an exciting opportunity to make a measurable impact on both the member and crewmember experience.
Requirements
- Demonstrated experience in Contact Center Workforce Management required.
- Experience supporting workforce planning functions such as forecasting, scheduling, intraday management, real-time adherence monitoring, capacity planning, and workforce reporting.
- Strong analytical, critical thinking, and problem-solving skills.
- Ability to interpret workforce and operational data and translate findings into actionable recommendations.
- Advanced proficiency in forecasting, scheduling, reporting, and workforce optimization practices.
- Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
- Proficiency with Microsoft Excel and reporting tools.
Nice To Haves
- Associate's or Bachelor's degree in Business, Analytics, Operations Management, or a related field preferred.
- Experience with Genesys Cloud Workforce Management preferred.
Responsibilities
- Develop and maintain short-term, long-term, and seasonal forecasts using historical volume trends, business initiatives, and operational data.
- Create, publish, and adjust schedules to ensure appropriate staffing levels while balancing operational needs and service level objectives.
- Monitor schedule adherence, attendance, absenteeism, occupancy, service levels, average handle time, abandoned rates, and other workforce metrics.
- Review phone, chat, email, and digital service volumes in real time and recommend or implement staffing adjustments as needed.
- Manage crewmember time-off requests and schedule modifications while maintaining required coverage levels.
- Generate, validate, and distribute workforce reports, dashboards, and operational analytics.
- Analyze workforce performance data and trends to identify opportunities related to staffing models, productivity, resource allocation, and forecast accuracy.
- Produce real-time and historical reporting to support operational decision-making and continuous improvement initiatives.
- Create ad hoc reports, analyses, and workforce recommendations as requested by leadership.
- Partner with operational leaders to identify workforce needs, evaluate staffing effectiveness, and support strategic planning efforts.
- Identify trends, risks, and opportunities within workforce data and proactively recommend process improvements.
Benefits
- 11 paid holidays
- generous paid time off
- 6% 401(k) match
- $700 annual contribution to Health Savings Account
- comprehensive maternity leave program
- medical insurance
- dental insurance
- vision insurance
- disability insurance
- life insurance
- leadership development
- tuition assistance
- advancement opportunities
- rewards for financial wellness through Debt Free Club and Dave Ramsey’s SmartDollar program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
