Workforce Management Specialist

Job Summary

A company is looking for a Workforce Management (WEM) Specialist to support forecasting, scheduling, and performance optimization for contact center operations.

Key Responsibilities:

• Develop forecasts for call volume, handle time, and staffing needs
• Create and maintain optimized agent schedules and monitor real-time adherence
• Track key call center KPIs and produce performance reports while recommending process improvements

Required Qualifications:

• 2+ years of Workforce Management experience in a call center environment
• Strong knowledge of forecasting, scheduling, and real-time management
• Experience with call center KPIs and service level methodologies
• Advanced Excel or Google Sheets skills
• Experience with Five9 Workforce Management (WEM) is preferred