Workforce Management Specialist
About The Position
The Workforce Management Specialist is responsible for the day-to-day scheduling, forecasting, and real-time performance management of our Customer Care Center (CCC) within NICE CXone. This role builds and maintains agent schedules, monitors real-time attendance and adherence, develops staffing forecasts, and tracks utilization and occupancy to ensure the center consistently meets service level goals. This role is highly detail-oriented and lives inside our workforce management software daily, translating data into staffing decisions that keep the Customer Care Center running efficiently and our Specialists set up to succeed.
Requirements
- Strong understanding of workforce management principles, including forecasting, scheduling, adherence, utilization, and occupancy
- Ability to work independently, manage competing priorities, and meet deadlines in a fast-paced environment
- Excellent organizational skills and high attention to detail
- Strong written and verbal communication skills
- Proficiency with Microsoft Excel or similar tools for data analysis and reporting
Nice To Haves
- Minimum of 1 year of experience in a workforce management role within a call center or contact center environment
- Direct experience with NICE CXone or a comparable WFM/contact center platform
- Experience supporting a multi-site or multi-location call center operation
- Proficiency in Microsoft Office and Google Sheets
Responsibilities
- Build, maintain, and adjust agent schedules within NICE CXone to align staffing with forecasted call volume
- Manage time-off requests, shift bids, and schedule change requests in accordance with staffing needs and company policy
- Maintain accurate skill-based routing and queue configurations in coordination with the operations team
- Develop and refine call volume and staffing forecasts using historical data and current trends
- Support long-term capacity planning by analyzing trends in call volume, handle time, and staffing requirements
- Monitor real-time adherence and intraday performance, flagging and addressing schedule deviations as they occur
- Track and report on key WFM metrics, including adherence, utilization, occupancy, and shrinkage
- Partner with call center leadership to identify staffing gaps, coverage risks, and opportunities to improve efficiency
- Prepare and distribute regular reporting on attendance, adherence, and forecast accuracy to leadership
- Identify trends and recurring issues affecting service level and staffing efficiency
- Identify process improvements within workforce management workflows and recommend solutions
- Support onboarding and training on WFM tools and processes as needed
Benefits
- Health Savings Account (HSA)
- Health, Dental, and Vision Insurance
- Paid Time Off
- HQ Building Perks
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
