Workforce Management Specialist I

Role Overview

This position provides operational support for Workforce Management functions. The role involves initiating staffing requests, updating schedules, and supporting management to ensure employee time is recorded properly. You will perform basic workforce management functions under close supervision, including new hire onboarding and administrative responsibilities.

Responsibilities

• Create and modify schedules using WFM software.
• Monitor real-time staffing schedule adherence to ensure performance is within pre-set parameters and work with management to resolve issues.
• Update staff schedules with information such as meal, break, and shift changes or technical problems.
• Assist in the coordination and allocation of staff to achieve WFM goals.
• Document and maintain standard operating procedures and reference tools from scheduling software.
• Recommend procedural and operational guideline changes to improve efficiency.
• Maintain communication with other business units to remediate errors and assist with corrective actions.
• Evaluate departmental staffing needs, post open positions, and process department changes.
• Review and process staff requests for PTO, OT, and leave within established guidelines.
• Maintain staffing data in multiple databases and track correspondence.
• Initiate requests for promotions, separations, and permanent schedule changes.
• Conduct training on workforce management systems for new hires.
• Perform other duties as assigned.

Required Qualifications

• Experience: Exposure to a workforce management environment and familiarity with its processes, resource planning, and various systems. Experience managing multiple priorities independently or in a team environment.
• Technical Skills: Familiarity with workforce management systems (e.g., Verint scheduling software, CMS). Basic skill with Word.
• General Skills: Basic organizational, planning, and time management skills. Ability to maintain accuracy with attention to detail and meet deadlines. Basic research, analytical, and problem-solving skills. Basic verbal and written communication skills.

Preferred Qualifications

• Familiarity with the functions, philosophy, operations, and organizational objectives of this employer.