Workforce Management Specialist

Job Description

Job Description

JOB SUMMARY

Step into a high-impact role where data meets strategy. As our WFM Specialist, you’ll lead forecasting, scheduling, and workforce analysis to keep our Sales & Service teams running at their best.

You’ll be the first call for anything workforce-related—whether it’s managing availability, creating scheduling solutions, or tackling forecasting challenges. Beyond day-to-day operations, you’ll help shape the bigger picture by contributing to hiring plans, training timelines, and budgeting.

Owning our workforce management systems, you’ll ensure they’re optimized, efficient, and set up for success. You’ll also partner closely with leadership to meet evolving customer needs and lead the charge on key workforce initiatives and projects.

Remote candidates will be considered for the right fit, but prior high-volume call center WFM experience is a must.**

ESSENTIAL DUTIES AND RESPONSIBILITIES

· Provide first point of contact service for escalated questions from the Workforce team and internal customers. Research and track trends internally-generated errors to identify individual coaching and development opportunities as well as clarification of processes

· Facilitate collaboration between data points to identify root causes, develop solutions and/or recommend courses of action. Create reporting from multiple data points

· Effectively advise leadership regarding the use resources across multiple LOBs and sites to meet customer expectations and cost-containment objectives

· Partner with other departments on reporting/staffing reviews for upcoming initiatives

· Partner with workforce analyst to enhance their knowledge and workforce skills. Provide training guides as needed

· Utilize Excel, CMS, and SQL (as applicable) to run, manage and assist with authoring reports

· Assist Workforce Manager with reporting

· Partner with Marketing to understand competitive positioning and impacts to forecasting opportunities

· Provide data to maintain budgeted cost per call requirements and present schedules that meet or exceed requirements

· Provide daily/weekly/monthly operations reports at enterprise and site levels detailing sales and service center KPI’S, costs, etc.

· Produce reports that capture attrition rates and trends

· Provide input to prepare yearly budgets for the Sales and Service Center

· Establish and maintain an incoming call forecast of (TBD% and meet those standards TBD% of the year)

· Establish the Sales and Service Center measures around abandoned, utilization/occupancy rates and other metrics and KPI’s and meet those standards (TBD%) of the time every year

· Analyze data for trends in call patterns, product variability, turnover, hiring, etc.

· Present daily, weekly, monthly and quarterly resulting for KPIs and forecasts

· Provide data to help develop recruiting and hiring strategy for all roles within the Sales and Service Center support groups and report results

· Present results on system outages, incident reports, etc. and analyze trends and partner with IT to resolve

· Experience using IEX in all applicable workforce management capacities

· May perform other duties and responsibilities as assigned

JOB QUALIFICATIONS: Education & Experience Requirements

· High School diploma or equivalent

· 2-4 year’s work experience in a high-volume Call Center or related industry with working knowledge as it relates to forecasting, scheduling, trending and analysis in a Call Center environment

· Hands-on operation experience with a Workforce Management System and/or Call Center reporting system required

· Experience using CMS with the ability to create models, customize reports, and depict important information extracted from data in a clear and creative way

· Possess math skills sufficient to perform required duties,

· Or an equivalent combination of education, training or experience