Workforce Management Specialist

Job Summary

A company is looking for a Workforce Management (WFM) Specialist to manage scheduling for the Customer Experience team.

Key Responsibilities

• Build and publish weekly agent schedules, optimizing coverage based on forecasted demand
• Manage PTO requests and schedule changes while balancing individual needs with capacity requirements
• Track and report on schedule adherence and recommend adjustments to the WFM Manager

Required Qualifications

• 3+ years of experience in workforce management scheduling in a Customer Experience or contact center environment
• Experience with WFM software such as Assembled, Calabrio, Verint, or NICE
• Strong proficiency in Google Sheets or Excel for analysis outside of WFM systems
• Ability to work cross-functionally with CX managers and leaders on staffing needs
• Familiarity with payroll systems and time-tracking workflows is a plus