Workforce Management Specialist

Company Description: Home Genius Exteriors is one of the fastest-growing home improvement companies in the country, focused on transforming the industry and delivering exceptional customer experiences. Every project is an opportunity to build lasting relationships with homeowners by making home improvement easier and more rewarding. The company fosters a culture of hands-on training, professional development, and collaboration, creating an environment where team members can grow and advance their careers. Home Genius Exteriors has been recognized as the #1 Best Workplace in Construction™ by FORTUNE Magazine and ranked in the top 10 on the Fortune Best Workplaces™ list. Through its Home Genius Cares initiative, the company supports veterans and local communities, offering employees the chance to contribute to meaningful social impact. Role Description: The Workforce Management Specialist is a full-time, hybrid role based in Streetsboro, OH, with flexibility for some work-from-home. The Workforce Management Specialist is responsible for forecasting workload, optimizing staffing levels, managing real-time operations, and driving workforce performance across our contact center and sales teams. This role serves as the operational heartbeat of the organization, balancing lead volume, agent availability, campaign priorities, service levels, and productivity metrics to maximize revenue generation while maintaining a positive employee experience. Success is measured by how effectively workforce resources are utilized to achieve business goals. Core Responsibilities Workforce Forecasting & Capacity Planning Develop short-term and long-term workload forecasts Predict staffing needs based on historical trends, seasonality, campaign launches, and lead volume Build staffing models to support growth objectives Identify capacity constraints before they impact performance Partner with leadership on hiring plans and workforce strategy Manage shrinkage assumptions and staffing requirements Scheduling & Resource Management Create and maintain agent schedules that align with forecasted demand Optimize staffing across campaigns, departments, and shifts Manage schedule adherence and workforce utilization Recommend schedule changes based on business needs Balance operational requirements with employee engagement and retention Real-Time Workforce Management Monitor staffing levels and operational performance throughout the day Make real-time adjustments to maximize efficiency and service levels Reallocate resources as demand changes Manage intraday staffing fluctuations Identify risks and implement corrective actions quickly Coordinate with leadership to address performance gaps Required Experience 2+ years of Workforce Management experience in a call center or contact center environment Experience with workforce forecasting and capacity planning WFM software experience Advanced reporting and analytics capabilities Experience managing real-time operations Strong understanding of workforce KPIs and staffing models Preferred Experience Strong Five9 experience Revenue-generating call center environments Forecasting and scheduling tools Business intelligence and dashboard reportingSQL, Tableau, Power BI, or similar analytics platform #J-18808-Ljbffr