Workforce Management Specialist

Job Summary

Supporting workforce management initiatives, the full-time remote Workforce Management Specialist will manage scheduling, forecasting, and analysis to ensure service level commitments are met while collaborating with department leadership and generating performance reports.

Key responsibilities

• Run and review volume forecasts and headcount requirements to ensure accurate scheduling
• Conduct routine data validation of workforce management systems and reports
• Collaborate with leadership to identify staffing needs and address concerns proactively

Required qualifications

• High school diploma or GED required; Associate's degree in Mathematics, Statistics, or related field preferred
• 4 years of experience in a contact center environment required
• 1 year of workforce management experience in forecasting and scheduling required
• Experience in writing reporting requirements and implementing reports preferred
• Ability to interact cooperatively and respectfully with colleagues