Workforce Management Specialist

Job Summary

Supporting workforce management functions, the full-time remote Workforce Management Specialist will manage scheduling, forecasting, and performance analysis to ensure service level commitments are met.

Key responsibilities

• Run and review volume forecasts, shrinkage analysis reports, and headcount requirements to ensure accurate scheduling
• Conduct routine data validation of workforce management systems and reports, measuring forecast accuracy against established goals
• Document and assemble requirements for generating reports, dashboards, and forecasts for business use

Required qualifications

• A minimum of a high school diploma or equivalent; an associate degree in mathematics, statistics, or a related field is preferred
• At least four years of experience in a contact center environment, with a minimum of one year in workforce management
• Experience in writing reporting requirements and implementing these reports is desired
• Ability to participate in and support compliance program objectives
• Proven ability to interact cooperatively and respectfully with other employees