Workforce Management Specialist (Remote) (Finance)

This role is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial
• Provide real-time monitoring via available tools (Real-Time Adherence, CXone, IEX Totalview WFM, etc.) and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals / business objectives
• Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation
• Maintain constant communication with Operations teams and vendors to coordinate needed staffing adjustments based on current and forecasted results
• Generates and evaluates staffing schedules and ensures data updates into scheduling system
• Provide daily/intra-day performance reports to leadership
• Compares results to forecast and identify opportunities for improvement
• Other duties as assigned

Training Schedule: 8 a.m. CT to 5 p.m. CT. Workforce Management covers the hours of operation for all of our call centers (Monday to Friday from 7 a.m. CT to 7:30 p.m. CT and Saturdays from 8:30 a.m. CT to 2:30 p.m. CT). This position would need to work an 8 hour shift per day and one Saturday per month.