Specialist, Workforce Management
Core
Real-time monitoring and optimization of contact center performance, staffing levels, and agent activity to ensure adequate coverage and meet service level agreements (SLAs).
Role type
Specialist, Workforce Management
Builds
Strategic staffing schedules, long-range capacity models, and operational efficiency plans for contact center channels.
Domain
Contact Center Operations / Workforce Management
Required skills
Workforce management, real-time performance monitoring, WFM tools (IEX, Verint), volume forecasting, Excel, reporting, cross-functional collaboration, system change testing
Preferred skills
Fraud prevention, knowledge management, CRM/ERP platforms (Salesforce, SAP)
Responsibilities
Monitor agent availability and performance in real time; adjust staffing plans and agent skill sets; review volume trends to predict future workload; participate in meetings with internal teams and external vendors; manage day-to-day operation of incoming and outgoing Consumer Services mail; contribute to testing and validation of IT rollouts.
Seniority
Specialist, individual contributor
