Specialist, Workforce Management

Key Responsibilities:

• Run and review volume forecasts, shrinkage analysis, and headcount requirements.
• Conduct routine data validation of WFM systems and collaborate with leadership.
• Monitor volume demand in real time, adjust call routing, and manage multiple queues.

Qualifications:

• High school diploma required; Associate's degree in Mathematics, Statistics, or related field preferred.
• 4 years contact center experience and 1 year workforce management experience required.
• Experience writing reporting requirements and testing reports preferred.

Benefits:

• Top industry health, dental, and vision insurance.
• 20 days paid time off and 4 weeks paid parental leave.
• 401K company match of up to 5% with no vesting requirement.