HR Assistant III / Workforce Management Specialist

HR Assistant III- Workforce Management Specialist Our client is looking for a proactive Workforce Management Specialist to join their HR Service Center team. In this role, you will own agent scheduling for phone, chat, case, and non-phone work, monitor key performance indicators, and partner with leadership to ensure optimal staffing levels. The ideal candidate is data-driven, skilled at translating analytics into action, and comfortable handling a high volume of schedule change requests. Responsibilities Scheduling & Allocation Design and maintain daily schedules for phone, chat, case, and off-phone assignments Collaborate with stakeholders to capture staffing needs and balance workload Real-Time Monitoring Track agent adherence and productivity in real time; flag deviations promptly Schedule Maintenance Process time-off requests, schedule adjustments, and exception handling efficiently Forecasting & Staffing Lead forecast meetings with leadership, presenting data-backed staffing recommendations to meet service-factor targets Reporting & Analytics Build and refresh dashboards and reports on scheduling trends, KPIs, and service performance Process Improvement Recommend and implement procedural changes to improve communication and operational efficiency Configure workforce-management tools to capture accurate agent productivity metrics Best-Practice Leadership Stay current on WFM trends and apply industry best practices to improve processes Independent Execution Work autonomously with minimal supervision while delivering high-quality results Basic Qualifications 3–5 years of workforce management or scheduling experience in a contact-center environment Proficiency with AWS Connect or comparable cloud-based contact-center platforms Advanced Microsoft Excel skills (pivot tables, VLOOKUP/INDEX-MATCH, macros) Ability to work on-site in Irving, TX (Hybrid) Strong analytical mindset—assess data quality, interpret business impact, and make data-driven recommendations Excellent written and verbal communication; comfortable presenting to all organizational levels Preferred Qualifications Bachelor's degree in Business, Human Resources, or a related field Experience with ServiceNow or other ITSM case-management tools Familiarity with Microsoft Teams and SharePoint for collaboration and documentation AdNet is built on the foundation of unconditional Acceptance and Belonging in our practices, processes, and relationships.