Workforce Management Professional

Job Summary

Monitoring live operational conditions, the full-time salaried Workforce Management Professional will protect service performance by identifying intraday staffing and adherence risks, executing real-time actions, and collaborating with various teams remotely across U.S. time zones.

Key responsibilities

• Monitor queues, volumes, and service-level trends to identify intraday risks and execute necessary actions
• Provide timely updates to supervisors and partners regarding risks, actions, and tradeoffs while managing adherence follow-ups and staffing gaps
• Collaborate with scheduling, capacity planning, and operational teams to resolve recurring barriers and improve service performance

Required qualifications

• Bachelor's degree or extensive experience in Workforce Management may substitute for a degree
• One or more years of experience in workforce management, contact center, or related customer experience operations
• Experience supporting real-time adherence and intraday management in complex service environments
• Working knowledge of Verint, ACD dashboards, adherence tools, Excel, and operational reporting
• Strong analytical skills with the ability to identify risks early and support assigned work accurately