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

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