Workforce Management Specialist 3

Job Description
Job #218255

Chipton-Ross is seeking a Workforce Management Specialist 3 for a contract/hybrid opportunity in Irving, TX.

BASIC QUALIFICATIONS (REQUIRED SKILLS/EXPERIENCE)

• High school diploma/GED and 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.
• 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.

POSITION RESPONSIBILITIES

Looking for a proactive Workforce Management Specialist to join our 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.

Key Responsibilities

• Design and maintain daily schedules for phone, chat, case, and off?phone assignments.
• Collaborate with stakeholders to capture staffing needs and balance workload.
• Track agent adherence and productivity in real time; flag deviations promptly.
• Process time?off requests, schedule adjustments, and exception handling efficiently.
• Lead forecast meetings with leadership, presenting data?backed staffing recommendations to meet service?factor targets.
• Build and refresh dashboards and reports on scheduling trends, KPIs, and service performance.
• Recommend and implement procedural changes to boost communication and operational efficiency.
• Configure workforce?management tools to capture accurate agent productivity metrics.
• Stay current on WFM trends and apply industry best practices to evolve our processes.
• Work autonomously with minimal supervision while delivering high?quality results.

PREFERRED QUALIFICATIONS (DESIRED SKILLS/EXPERIENCE)

• 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.

REQUIRED EDUCATION

High school diploma is required.

School must be accredited.

WORK HOURS

9/80 workweek. Hybrid position.

HYB

ADDITIONAL INFORMATION

• Employment will be contingent on clearing a drug screen and background check. Both must clear prior to start date.
• Candidates responding to this posting must currently possess the eligibility to work in the United States. No third parties please.

For more information, please apply or contact:



Silmese Graves View phone number on click.appcast.io
View email address on click.appcast.io


Chipton-Ross provides equal employment opportunities to all employees and applicants for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy), age, disability, sexual orientation, gender identity and/or expression, protected veteran status, genetic information, or any other characteristic protected by Federal, State or local law. This policy governs all areas of employment at Chipton-Ross, including recruiting, hiring, training, assignment, promotions, compensation, benefits, discipline, and terminations.