Workforce Management Specialist

Job Summary

Working remotely in the US, the full-time Workforce Management Specialist will analyze staffing needs, monitor call volumes, and make real-time adjustments to ensure optimal staffing levels for client programs.

Key responsibilities

• Monitor call volumes and analyze staffing needs to identify areas for improvement
• Prepare staffing reports and forecasts based on client requirements and data analysis
• Manage multiple ongoing tasks while ensuring timely and effective staffing adjustments

Required qualifications

• At least 6 months of data analysis experience
• Basic knowledge of Real-Time Management (RTM) roles
• High school diploma or equivalent
• Experience with WFM tools such as Genesys or Alvaria
• Ability to understand, interpret, and manipulate data for reporting purposes