Workforce Specialist - Remote

Overview

The Workforce Specialist plays a critical role in ensuring optimal staffing, schedule adherence, and service level performance within a high-volume contact center environment.

In Short

• 100% remote work within the United States.
• Act as a key partner to contact center leadership.
• Develop and improve workforce management processes.
• Create staffing plans aligned with service level goals.
• Perform workforce analytics for informed decision making.
• Manage agent schedules to ensure coverage.
• Monitor system performance and KPIs in real time.
• Communicate schedule changes and performance insights.
• Prepare actionable insights reports for leaders.
• Support evening operations and participate in on-call rotation.

Requirements

• Bachelor’s degree or equivalent experience.
• 3 years of Workforce Management experience in a contact center.
• Strong understanding of contact center operations.
• Excellent verbal and written communication skills.
• Strong analytical mindset for data translation.
• Experience with contact center and workforce systems.
• Strong interpersonal skills and team-oriented approach.

Benefits

• Comprehensive health plans.
• 401(k) program with company contribution.
• Flexible time off benefits.
• Product discounts.
• Adoption benefits.
• Employee Resource Groups for belonging.