Workforce Management Specialist

The Workforce Management Specialist

The Workforce Management Specialist is responsible for the day-to-day scheduling, forecasting, and real-time performance management of our Customer Care Center (CCC) within NICE CXone. This role builds and maintains agent schedules, monitors real-time attendance and adherence, develops staffing forecasts, and tracks utilization and occupancy to ensure the center consistently meets service level goals.

• Build, maintain, and adjust agent schedules within NICE CXone to align staffing with forecasted call volume
• Manage time-off requests, shift bids, and schedule change requests in accordance with staffing needs and company policy
• Maintain accurate skill-based routing and queue configurations in coordination with the operations team
• Develop and refine call volume and staffing forecasts using historical data and current trends
• Support long-term capacity planning by analyzing trends in call volume, handle time, and staffing requirements
• Monitor real-time adherence and intraday performance, flagging and addressing schedule deviations as they occur
• Track and report on key WFM metrics, including adherence, utilization, occupancy, and shrinkage
• Partner with call center leadership to identify staffing gaps, coverage risks, and opportunities to improve efficiency
• Prepare and distribute regular reporting on attendance, adherence, and forecast accuracy to leadership
• Identify trends and recurring issues affecting service level and staffing efficiency
• Identify process improvements within workforce management workflows and recommend solutions
• Support onboarding and training on WFM tools and processes as needed

Pay & Benefits

Base Pay: $20 an hour
Additional Benefits:
Health Savings Account (HSA)
Health, Dental, and Vision Insurance
Paid Time Off
HQ Building Perks

What You Bring To The Table

• Strong understanding of workforce management principles, including forecasting, scheduling, adherence, utilization, and occupancy
• Able to work independently, manage competing priorities, and meet deadlines in a fast-paced environment
• Excellent organizational skills and high attention to detail
• Strong written and verbal communication skills
• Proficiency with Microsoft Excel or similar tools for data analysis and reporting

Preferred Qualifications

• Minimum of 1 year of experience in a workforce management role within a call center or contact center environment
• Direct experience with NICE CXone or a comparable WFM/contact center platform
• Experience supporting a multi-site or multi-location call center operation
• Proficiency in Microsoft Office and Google Sheets