Specialist - Workforce Management

Position Summary

The Workforce Specialist plays a critical role in achieving call center service and sales objectives through effective workforce planning, real-time performance management, and strategic scheduling. Reporting to the Sr. Manager of Workforce Optimization, this role is responsible for monitoring real-time call volume, service metrics, and agent adherence while proactively identifying and addressing performance risks.

Responsibilities

• Maintain workforce management system accuracy, processes schedule change requests, compiles operational and performance reports, and partners with leadership to optimize agent productivity and resource utilization.
• Support multiple staff groups, product lines, and locations—including third-party vendors and external partners—to ensure key performance indicators such as service level, call abandonment rate, and schedule adherence are consistently met or exceeded.
• Develop and recommend data-driven action plans to improve performance outcomes; oversee implementation, track results, and make ongoing adjustments in response to changing volumes and trends to maintain optimal operational performance.
• Manage staffing requirements across multiple products, staff groups, partners, and vendors by analyzing schedules, tracking call volumes, and reviewing historical trend data to forecast daily workload and demand.
• Monitor and manage agent schedule adherence in close coordination with Operations to ensure alignment with staffing plans and service goals.
• Analyze and optimize call center scheduling, including meetings, training, overtime, shift trades, time-off requests, projects, and special events, to maximize workforce efficiency and coverage.
• Collaborate and communicate with cross-functional stakeholders including call center leadership, frontline representatives, Human Resources, Marketing, Technical/Telephony Support, partners, and vendors to support operational alignment and staffing needs.
• Provide workforce system user support, including new hire training, operational guidance, and coordination of system updates and enhancements with technology teams.
• Design, prepare, and distribute workforce and operational reports—such as daily operating summaries, adherence reports, and call volume analysis—for senior management in accordance with established schedules and guidelines.

Qualifications

• Associate’s degree in Business Administration, Information Technology, or a related field preferred; equivalent years of relevant professional experience may be considered in lieu of a degree.
• 2+ years’ experience in a call center environment.
• Minimum of 1 year of experience in Workforce Management, contact center operations, or a related analytical/operational role.
• Demonstrated experience monitoring real-time call center performance, managing staffing levels, and supporting service and sales KPIs such as service level, abandonment rate, and schedule adherence.
• Proficiency with workforce management systems and tools, including scheduling, adherence tracking, reporting, and employee data maintenance.
• Strong analytical skills with the ability to interpret call volume trends, historical data, and performance metrics to make actionable staffing and scheduling recommendations.
• Effective communication and collaboration skills, with experience working cross-functionally with operations, leadership, HR, technology teams, vendors, and external partners.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail and operational accuracy.
• Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities.
• Basic Excel skills required.
• Basic knowledge of Microsoft and Google Suites.
• Working knowledge of a WFM tool; preferred (Verint).