Workforce Management Specialist
RoadVantage · Austin, TX · 3 wk ago
HybridInformation TechnologyFull-time
Essential Job Functions
- Maintain and audit employee schedules, time-off requests, and schedule changes within WFM systems
- Analyze trends and provide recommendations related to staffing, scheduling, productivity, and operational efficiency
- Support implementation and continuous improvement of workforce management processes and reporting tools
- Create and maintain employee schedules
- Partner with Claims leadership, training, and quality teams to align staffing plans with business objectives
- Prepare and analyze employee metric reports (attendance, performance, productivity, and quality metrics) to support staffing projections and operational decision-making
- Assist with capacity planning and budgeting for future hiring needs
Minimum Qualifications
- 2–4 years of experience in Workforce Management, preferably in a call center or contact center environment
- Strong experience with Workforce Management (WFM) systems and forecasting methodologies
- Advanced proficiency in Microsoft Excel (pivot tables, VLOOKUP, charts, data analysis)
- Solid understanding of call center metrics (Service Level, AHT, Occupancy, Adherence, etc.)
- Experience creating and analyzing employee performance and attendance reports
- Strong analytical, organizational, and communication skills with the ability to present data-driven recommendations to leadership
Preferred Qualifications
- Experience with the NICE InContact platform (highly preferred)
- Familiarity with other WFM tools (e.g., NICE WFM, Verint, Genesys, or similar)
- Experience with data visualization tools (Power BI, etc.)