Workforce Management Specialist

Job Summary

To optimize service levels and resource utilization, the full-time remote Workforce Management Specialist will manage real-time labor resources, update schedules, and analyze workforce metrics for contact center activities across multiple sites.

Key responsibilities:

• Efficiently manage real-time labor resources for inbound and outbound call volume, ensuring goals are met
• Update published schedules and coordinate with the operations team to address unusual volume or agent availability
• Monitor adherence to performance parameters and partner with leadership to resolve scheduling issues

Required qualifications:

• High School diploma or equivalent
• Intermediate to advanced proficiency with Microsoft Office Suite
• Experience in data analysis
• Familiarity with workforce management tools (e.g., IEX, Verint, Calabrio)
• Contact center experience