Workforce Management Specialist

About the role

You Will Monitor inbound contact center queues and channels throughout the day to ensure staffing levels align with forecasted volume
Track agent adherence to scheduled activities and flag deviations in real time
Manage inbound WFM tickets, including schedule change requests and break/lunch modification approvals
Engage with team members and escalate behavioral trends to supervisors or leadership as needed
Pull and analyze workforce data from our ACD/telephony platform and WFM system to support accurate scheduling decisions
Capture, store, and report on historical call center statistics including volume, handle time, shrinkage, and off-phone activity
Deliver daily and ad hoc WFM exception reports to leadership
Assist in forecasting and capacity planning by providing data-driven insights on headcount needs across multiple lines of business
Build expertise in IVR testing and QA tasks to support more senior team members
Partner with supervisors, QA, and training teams to align schedules with operational needs
Support coordination with BPO partners to ensure consistent adherence monitoring and reporting across all staffing channels
Contribute to workforce planning discussions by providing reporting support and historical analysis

Responsibilities

• Monitor inbound contact center queues and channels
• Track agent adherence to scheduled activities
• Manage inbound WFM tickets
• Engage with team members and escalate trends
• Pull and analyze workforce data
• Deliver WFM exception reports
• Assist in forecasting and capacity planning
• Build IVR testing expertise
• Align schedules with operational needs
• Support coordination with BPO partners
• Contribute to workforce planning discussions

Requirements

• 1–3 years of experience in a contact center environment
• Exposure to workforce management, scheduling, or real-time monitoring
• Hands-on experience with Five9 as a primary telephony/ACD platform
• Intermediate to advanced Excel skills, including VLOOKUP/XLOOKUP, IF statements, rolling averages, and pivot tables
• Familiarity with ACD or telephony platforms (e.g., Five9, Genesys, Avaya, or similar)
• Strong analytical mindset with high attention to detail and trend identification
• Excellent organizational and time management skills
• Able to manage competing priorities in a fast-paced environment
• Clear written and verbal communication skills
• Comfortable presenting data summaries to supervisors and leadership

Qualifications

• Experience working with dedicated WFM software (e.g., Community WFM, Calabrio, NICE IEX, or Assembled)
• Experience with Tableau or a similar data visualization tool for building and maintaining operational dashboards and performance reports
• Familiarity with BPO partner environments and multi-vendor workforce coordination
• Background in healthcare, insurance, or another regulated industry

Skills

• Workforce Management Software
• Telephony Platforms
• Data Analysis
• Excel Proficiency
• Communication Skills

Benefits

Our unique benefits program includes alternative medicine coverage, flexible PTO, up to 16 weeks paid parental leave, paid holidays, a 401k program, transportation perks, education reimbursement, and 2 days of paid paw-ternity leave.