Workforce Management Specialist

Job Summary

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

Key responsibilities

• Run and review volume forecasts and headcount requirements to ensure accurate scheduling
• Conduct routine data validation of workforce management systems and reports
• Document requirements to generate reports and dashboards for business use

Required qualifications

• High school diploma or equivalent required; associate degree in mathematics or statistics preferred
• Minimum of four years' experience in a contact center environment with at least one year in workforce management
• Experience with writing reporting requirements and implementing reports is desired
• Ability to support compliance program objectives
• Demonstrated cooperative interaction with other employees