Workforce Management Specialist

Job Summary

A company is looking for a Workforce Management Specialist to assist in workforce planning and scheduling for contact center activities.

Key Responsibilities

• Manage real-time labor resources for inbound and outbound call volumes to meet service goals
• Update published schedules and coordinate with the operations team to address unusual volume or agent availability
• Analyze workforce metrics to improve capacity planning and maximize labor utilization rates

Required Qualifications

• High School diploma or equivalent
• Intermediate to advanced proficiency with Microsoft Works Suite
• Experience in data analysis
• 2 years in WFM Real Time or Call Center Supervisory Roles (preferred)
• Familiarity with workforce management tools (preferred)