Workforce Management Professional

New

Based in the United States, U.S. time zonesFull-TimeMiddle

Salary47,000 - 49,000 USD per year

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Job Details

One or more years of experience in workforce management, contact center operations, operational planning, reporting, analytics, or a related field.
Experience supporting real-time adherence and intraday workforce management activities in complex service environments.
Strong analytical, problem-solving, and critical-thinking skills.
Excellent written and verbal communication skills.
Ability to work effectively in hybrid U.S. and global delivery environments.
Working knowledge of workforce management tools, ACD dashboards, adherence platforms, and operational reporting systems.
Proficiency in Microsoft Excel.
Experience with Verint is preferred; knowledge of NICE is an advantage.

Monitor live operational indicators including queue volumes, service levels, handle times, staffing levels, adherence, occupancy, and backlog trends.
Analyze dashboards and workforce data to determine when corrective actions, escalations, or stakeholder communication are required.
Manage adherence activities, schedule exceptions, unexpected absences, system issues, and staffing gaps to minimize operational disruption.
Execute approved workforce actions such as overtime, voluntary time off, schedule adjustments, queue support, and break management.
Follow incident management procedures, escalation processes, and documentation standards.
Communicate clear updates to operations leaders, workforce partners, and global delivery teams.
Collaborate with scheduling, capacity planning, reporting, training, quality, and technology teams to address recurring workforce challenges.
Identify opportunities for process improvements, coaching, and updated operational playbooks.

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