Customer Success Workforce Management Specialist

Responsibilities

• Build and maintain interval-level forecasting models for voice and chat channels, using historical volume, handle time, seasonality, and trend data.
• Own seasonal ramp planning by translating staffing models and volume projections into capacity plans that support peak-season operations.
• Model staffing scenarios for channel and routing changes; quantify the impact on service levels and utilization before changes go live.
• Continuously refine forecast accuracy; track forecast-to-actual variance and adjust models to improve precision over time.
• Partner with supervisors and leadership to align headcount plans with forecasted demand ahead of each week and each season.
• Maintain continuous real-time visibility into agent activity and channel-level demand; proactively identify and correct staffing imbalances before they affect service levels.
• Make intraday adjustments with urgency and ownership to keep every channel appropriately staffed throughout the day.
• Own utilization, occupancy, and schedule adherence as primary performance metrics; track actuals against targets daily, investigate variance, and drive corrective action.
• Build and maintain real-time dashboards that give supervisors and leadership continuous visibility into agent deployment, channel demand, and coverage across all queues.
• Design and manage agent schedules across a 7-day operating calendar, balancing service level requirements, agent preferences, labor rules, and multi-channel skill assignments.
• Coordinate scheduling for off-channel activities including training, coaching, and team meetings without compromising coverage targets.
• Process time-off requests, shift swaps, and ad hoc schedule changes with minimal disruption to coverage; maintain accurate records in the WFM platform.
• Ensure skill-based routing assignments reflect current agent capabilities and are updated as routing strategy evolves.
• Produce recurring WFM reporting for supervisors and CS leadership: daily utilization summaries, weekly forecast accuracy reports, and seasonal capacity reviews.
• Identify and investigate root causes of coverage gaps, low utilization, or service level misses; develop and implement corrective recommendations.
• Partner with supervisors to identify scheduling and routing changes that improve agent efficiency without sacrificing service quality.
• Document WFM processes, forecasting methodologies, and scheduling policies to maintain a reliable, current reference for the team.
• Serve as the primary point of contact for agents on schedule changes, shift swap requests, and time-off approvals — communicating clearly and consistently.
• Collaborate with CS Supervisors, Team Leads, and HR to ensure scheduling decisions support performance goals and service level targets.
• Communicate proactively with leadership when demand signals, forecast changes, or real-time conditions require immediate staffing decisions.

Qualifications

• 3+ years of workforce management experience in a contact center environment, with direct ownership of forecasting, scheduling, and intraday management.
• Demonstrated experience building multi-channel forecasting models from the ground up — voice, chat, and/or digital channels required.
• Hands-on experience with enterprise WFM platforms (Verint, NICE IEX, Calabrio, or equivalent required).
• Deep command of core WFM metrics: utilization, occupancy, schedule adherence, service level, average handle time, and shrinkage.
• Experience scheduling and managing capacity for large teams across multiple channels and shift types.
• Proficiency in data tools for tracking and analysis — advanced Excel or Google Sheets at minimum; SQL or BI tools a strong plus.
• Prioritize independence in a remote environment and make real-time staffing decisions with urgency and sound judgment.
• Strong written and verbal communication skills; able to present data-backed recommendations to supervisors and leadership clearly and concisely.