Workforce Management Specialist

Unleashed Brands • Bedford, TX

2d • Remote

About The Position

At Unleashed Brands, we’re dedicated to creating fun, engaging, and inspiring experiences for families. Our mission is to help kids learn, play, and grow. With over 1,300 locations in development and plans for further expansion, we are looking for an energetic and motivated Workforce Management Specialist to support our guest loyalty call center in delivering exceptional service!

As a Workforce Management Specialist, you will play a key role in ensuring the smooth operation of our guest loyalty call center. You will assist in monitoring call volume, scheduling staff, analyzing performance metrics, and contributing to the overall efficiency and effectiveness of our team.

Requirements

• Strong analytical skills and attention to detail.
• Excellent communication and interpersonal skills.
• Proficiency in MS Office Suite; experience with workforce management or call center software is a plus.
• Ability to work independently and as part of a team in a fast-paced environment.

Nice To Haves

• One year of Workforce Management experience preferred
• Five9 Workforce Management software experience a plus

Responsibilities

• Assist in forecasting call volume and staffing needs to ensure optimal coverage.
• Support the scheduling of agents to meet service level agreements and operational goals.
• Monitor real-time call traffic and adjust schedules as necessary to maintain service levels.
• Analyze performance metrics and report findings to management to identify trends and areas for improvement.
• Contribute to a positive team environment by fostering collaboration and open communication.
• Participate in special projects and initiatives to improve workforce management processes.

Benefits

• Remote Work
• Competitive Compensation: Enjoy a competitive hourly rate with opportunities for bonuses based on performance.
• Career Growth: As you excel in this role, you’ll have opportunities to influence training and development initiatives, further advancing your career.
• Benefits Package: We offer a comprehensive benefits package to support you and your family.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed