Workforce Management Specialist

About the Role
As our first dedicated Workforce Management Specialist, you will play a foundational role in building workforce discipline into our fast-growing contact center. You'll be responsible for ensuring the right people are in the right place at the right time—balancing efficiency, employee experience, and customer satisfaction. The ideal candidate will bring a mix of analytical rigor and operational flexibility, ready to work with manual tools and drive insights that help our support organization scale.

Functional responsibilities

Key Responsibilities

• Forecast contact volume, handle times, and staffing needs using historical data and business trends.
• Build and adjust agent schedules across multiple channels (chat, phone, email) to meet service goals, while coordinating coverage during holidays and peak periods.
• Monitor real-time adherence via Salesforce Omni-Channel Supervisor and take proactive steps to optimize occupancy and SLA performance.
• Develop and maintain key workforce metrics such as shrinkage, occupancy, adherence, and service level, providing daily and weekly summaries to stakeholders.
• Analyze performance data and recommend process improvements to elevate service delivery and agent utilization.
• Collaborate with supervisors and team leads to align on resource planning and shift optimization.
• Educate internal teams on workforce principles, including the impact of occupancy, abandon rate, and schedule adherence.
• Partner with leadership to support continuous improvement initiatives, including manual tooling upgrades and eventual WFM platform evaluation.
• Support ad hoc reporting and special projects as needed to support the contact center's evolution.

What Success Looks Like

• Forecasts consistently align within ±5% of actual volume
• Optimized agent schedules balance service needs and team preferences
• Real-time response gaps are proactively managed with minimal impact on customers
• Stakeholders rely on your insights to inform operational decisions and hiring plans
Workforce planning evolves from manual tools to a more robust systemized approach under your leadership

Requirements for applicants

Skills & Qualifications

• 2+ years of experience in workforce management or capacity planning, ideally in a contact center or high-volume support environment
• Bachelor's degree in business, operations, or a related field—or equivalent practical experience
• Experience with CRM or service platforms such as Salesforce and comfort navigating live operations dashboards
• Familiarity with concepts like Erlang modeling, occupancy optimization, and interval-level forecasting

Personal qualities

• Strong analytical mindset with the ability to work in Excel/Google Sheets to model staffing plans
• Excellent communication and collaboration skills, with the ability to influence across functions
• Comfortable operating in a high-growth, ambiguous environment with manual tooling and evolving systems

Language skills

В2-С1

Location

Remote

Holiday calendar

USA holidays

Shift (Time Zone):

US ЕТ