Workforce Management Specialist

ResponsibilitiesKey ResponsibilitiesScheduling & AllocationDesign and maintain daily schedules for phone, chat, case, and off‑phone assignments.Collaborate with stakeholders to capture staffing needs and balance workload.Real‑Time MonitoringTrack agent adherence and productivity in real time; flag deviations promptly.Schedule MaintenanceProcess time‑off requests, schedule adjustments, and exception handling efficiently.Forecasting & StaffingLead forecast meetings with leadership, presenting data‑backed staffing recommendations to meet service‑factor targets.Reporting & AnalyticsBuild and refresh dashboards and reports on scheduling trends, KPIs, and service performance.Process ImprovementRecommend and implement procedural changes to boost communication and operational efficiency.Configure workforce‑management tools to capture accurate agent productivity metrics.Best‑Practice LeadershipStay current on WFM trends and apply industry best practices to evolve our processes.Independent ExecutionWork autonomously with minimal supervision while delivering high‑quality results.Basic Qualifications for Human Resources Assistant 33–5 years of workforce management or scheduling experience in a contact‑center environment.Proficiency with AWS Connect or comparable cloud‑based contact‑center platforms.Advanced Microsoft Excel skills (pivot tables, VLOOKUP/INDEX‑MATCH, macros).Ability to work on‑site in Irving, TX.Strong analytical mindset—assess data quality, interpret business impact, and make data‑driven recommendations.Excellent written and verbal communication; comfortable presenting to all organizational levels.Preferred Qualifications for Human Resources Assistant 3Bachelor’s degree in Business, Human Resources, or a related field.Experience with ServiceNow or other ITSM case‑management tools.Familiarity with Microsoft Teams and SharePoint for collaboration and documentation.