Wisetack is seeking a Workforce Management Specialist I to play a key role in ensuring our contact-center operations run smoothly and efficiently. This position focuses on real-time monitoring, schedule management, and operational reporting while providing exposure to forecasting and capacity planning in a fast-paced, growing environment.
What You'll Do
- Monitor live contact-center metrics such as call/chat volumes, agent status, and service levels.
- Raise alerts, generate and update daily & intraday reports, and take action to maintain service-level targets.
- Build monthly, weekly, and daily schedules based on staffing plans.
- Manage time-off requests, shift swaps, and ad-hoc changes to ensure adequate coverage across different teams and channels.
- Gather historical data, run standard forecasting models, and prepare staffing recommendations.
- Communicate potential coverage risks to operations leaders.
- Compile dashboards and performance reports on key metrics (Contact Volume, ASA, AHT, abandonment rate, occupancy, utilization, etc.).
- Highlight trends and assist with root-cause analyses, including maintaining a daily log of KPI results and reasons for variation.
- Maintain agent profiles and schedules in the WFM system (e.g., Assembled).
- Ensure data accuracy and configure real-time alerts and notifications.
- Partner with operations leaders, team managers, and analysts to share status updates, explain schedule impacts, and support continuous improvements.
- Provide real-time updates during shifts and coordinate with analytics on dashboard enhancements.
- Participate in training to deepen your understanding of capacity planning, WFM software, and analytic tools.
- Assist the Customer Experience team by troubleshooting product-related issues and providing technical solutions to internal agents and customers.
What We're Looking For
- 1+ years of experience in operations or a related role (e.g., call-center operations or team lead).
- Proficiency with spreadsheets (Excel/Google Sheets), including formulas and pivot tables.
- Strong attention to detail, analytical mindset, and problem-solving skills.
- Comfortable working with software (you will configure our WFM software, Assembled).
- Clear verbal and written communication skills and ability to collaborate across diverse teams.
- High adaptability and willingness to work flexible hours to align with peak staffing needs.
Nice to Have
- Fintech experience.
- Familiarity with SQL.
Technical Stack
- Excel/Google Sheets
- Assembled (WFM system)
- SQL
Team & Environment
This role is part of the Program Management team, collaborating closely with operations leaders, team managers, and analysts.
Benefits & Compensation
- Compensation: $68,000 + equity.
- Equity
- Benefits
Work Mode
This is a remote position open to candidates within the USA.
Wisetack is an equal opportunity employer.
