Workforce Management Specialist (Hybrid)
Core
Ensure Customer Experience team operates at peak performance by managing intraday operations, optimizing staffing, and delivering actionable insights through reporting and analytics.
Role type
Workforce Management Specialist (IC)
Builds
Interim schedules, optimized work assignments, reporting dashboards, and operational insights for the Customer Experience team.
Domain
SaaS / Contact Center Operations
Deliverable
production ML models | dashboards & analysis | infrastructure
Required skills
Workforce Management, intraday operations, scheduling, contact center technologies, SQL, Looker, data analysis, operational risk management, automation
Preferred skills
AI tools usage, workflow automation, continuous improvement mindset
Technologies
Looker, SQL, AI tools (ChatGPT, Gemini, Claude)
Responsibilities
Monitor intraday performance and make real-time staffing adjustments; Build and maintain interim schedules based on customer demand; Optimize work assignments across support teams; Monitor queue health and identify risks; Manage DEFCON escalations; Build and maintain reporting dashboards; Analyze workforce and customer support data to identify trends.
Seniority
Mid-level, hands-on IC
