Workforce Management Specialist
virtual vocationsNew York (NY)
About the role
To ensure optimal service level performance and operational efficiency, the full-time remote Workforce Management Specialist will monitor and adjust staffing and scheduling in real-time while collaborating with operations and leadership teams to address performance risks.
Key responsibilities:
Execute the WFM intraday playbook to meet performance targets and service level agreements
Monitor real-time adherence to schedules and address any staffing issues or unplanned events
Analyze data to identify root causes of service level failures and make necessary adjustments Required qualifications 3+ years of call center experience or 2+ years of workforce management experience required
Experience with workforce management systems such as Aspect or IEX is strongly desired
Proficiency in Microsoft Excel and other MS Office applications
Bachelor's degree preferred or equivalent work experience
Strong analytical skills with the ability to identify trends and act on data insights
Before you apply
Applying takes about a minute. These four things decide how fast it moves after that.
Your profile is current
It's what we read first. Occupations, seniority and locations matter more than a long history.
Two examples you can talk through
Not a portfolio — just two pieces of work where you can explain the decisions and what you'd change.
A number in mind
What you're on now and what would make you move. We negotiate better when we know both.
Your notice period
Employers plan around it, and it's the question that stalls offers most often.
Once you apply, someone reads it and calls you before anything reaches the employer — usually within two working days.
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