About the Role
The Workforce Management Specialist I will assist in monitoring staffing needs, analyzing performance data, and supporting scheduling strategies to align team capacity with business demands.
Responsibilities
- Track daily staffing levels and identify coverage gaps
- Assist in developing weekly and monthly scheduling plans
- Monitor real-time workforce metrics and service levels
- Collaborate with team leads to adjust schedules based on volume trends
- Support time and attendance tracking processes
- Analyze historical data to forecast staffing requirements
- Identify opportunities to improve scheduling efficiency
- Ensure adherence to labor regulations and internal policies
- Generate regular reports on workforce performance
- Respond to scheduling inquiries from team members
- Maintain accurate records of shift changes and time-off requests
- Assist in onboarding new team members to scheduling systems
- Troubleshoot scheduling conflicts and propose solutions
- Participate in process improvement initiatives
- Support adherence to service level goals through proper staffing
- Coordinate with HR on leave management inputs
- Use workforce management software to update and maintain schedules
- Provide data for performance reviews and planning meetings
- Ensure compliance with company timekeeping standards
- Assist in special projects related to workforce optimization
Nice to Have
- Experience with call center or service operations
- Prior use of WFM platforms such as NICE, Calabrio, or similar
- Knowledge of forecasting models in workforce planning
- Six Sigma or process improvement training
- Bilingual communication skills
Compensation
Competitive pay based on experience
Work Arrangement
Hybrid work model with flexibility
Team
Part of a growing operations team focused on efficiency
What You’ll Do
- Help maintain optimal staffing levels by analyzing daily demand and team availability
- Work closely with managers to adjust schedules in response to operational changes
- Use data to support efficient shift planning and resource allocation
- Contribute to reports that track team performance and scheduling accuracy
- Support a consistent and fair approach to time-off and shift-swapping requests
What We’re Looking For
- A detail-oriented professional with experience in workforce operations
- Someone comfortable using data to guide decisions and improve processes
- A collaborative team member who communicates clearly and proactively
- An individual who values accuracy and consistency in scheduling
- A self-starter who can manage tasks with minimal supervision
Not available for this position
