Workforce Management, Professional

Accountabilities

The Workforce Management, Professional will support real-time operational performance by monitoring workforce activity, identifying risks, and coordinating solutions that balance business needs with employee and customer experience priorities.

Monitor live operational indicators including queue volumes, service levels, handle times, staffing levels, adherence, occupancy, and backlog trends to identify potential issues.

Analyze dashboards and workforce data to determine when corrective actions, escalations, or stakeholder communication are required.

Manage adherence activities, schedule exceptions, unexpected absences, system issues, and staffing gaps to minimize operational disruption.

Execute approved workforce actions such as overtime, voluntary time off, schedule adjustments, queue support, and break management.

Follow incident management procedures, escalation processes, and documentation standards to ensure consistent operational responses.

Communicate clear updates to operations leaders, workforce partners, and global delivery teams regarding risks, actions taken, and expected impacts.

Collaborate with scheduling, capacity planning, reporting, training, quality, and technology teams to address recurring workforce challenges.

Identify opportunities for process improvements, coaching, and updated operational playbooks to strengthen workforce effectiveness.

Requirements

• Experience supporting workforce management, operational planning, reporting, or customer experience operations and can effectively analyze data, communicate insights, and make decisions in a fast-paced environment.
• One or more years of experience in workforce management, contact center operations, operational planning, reporting, analytics, or a related field.
• Experience supporting real-time adherence and intraday workforce management activities in complex service environments such as healthcare, insurance, BPO, omnichannel, or multi-site operations.
• Strong analytical, problem-solving, and critical-thinking skills with the ability to identify risks and recommend appropriate actions.
• Excellent written and verbal communication skills with the ability to present workforce insights to technical and non-technical stakeholders.
• Ability to work effectively in hybrid U.S. and global delivery environments with multiple cross-functional partners.
• Working knowledge of workforce management tools, ACD dashboards, adherence platforms, Excel, and operational reporting systems.
• Experience with Verint or similar workforce management platforms is preferred, with knowledge of NICE considered an advantage.

Benefits

• Full-time permanent salaried employee position.
• Monday through Friday schedule with a 40-hour work week.
• Remote work opportunity supporting teams across U.S. time zones.
• Competitive annual salary range of $47,000 - $49,000, depending on location, experience, skills, and other job-related factors.
• Medical, dental, and vision benefits available from the first day of employment.
• Employer-matched 401(k) program and additional benefits after eligibility requirements are met.
• Flexible vacation policy available after 90 calendar days of employment.
• Company-provided computer equipment for work use.
• Career development opportunities, including leadership and technical learning programs.
• A supportive environment focused on flexibility, continuous learning, and professional growth.