WFO Specialist (Workforce Operations Analyst)

Job Title

Support the SDS Workforce Operations team in managing day-to-day scheduling, provisioning, and ticket resolution. This role is operational in nature handling a high volume of discrete tasks across multiple workflows (~1,3001,500 tickets/month).

Key Responsibilities

• Manage and resolve provisioning and scheduling tickets end-to-end through the WFO Support Portal
• Accurately triage incoming requests and route them to the appropriate downstream team or system
• Maintain scheduling records and ensure timely updates across workforce management tools
• Coordinate with cross-functional teams across Austin, Cork, and Singapore time zones
• Identify recurring issues and escalate patterns to the QBA/analytics team for process improvement
• Ensure data accuracy in provisioning systems and report discrepancies

Required Skills & Technologies

• Ticketing & Workflow: ServiceNow, Jira, or equivalent ITSM platforms
• Scheduling: WFM tools (e.g., NICE IEX, Verint, Aspect, or similar)
• Productivity: Confluence, Webex, Slack
• Data Entry & Reporting: Excel / Google Sheets (intermediate), basic SQL preferred
• Communication: Strong written English; async-first communication across time zones

Preferred Qualifications

• 2+ years in workforce operations, helpdesk operations, or back-office support
• Familiarity with SLA-driven ticket environments
• Experience working in a multi-geography team setup

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.