Workforce Specialist
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Job Location:
Albuquerque, NM - USA
Monthly Salary:
Not Disclosed
Posted on:
6 hours ago
Vacancies:
1 Vacancy
Job Summary
POSITION LOCATION:
This role is 100% remote work within the United States with no travel necessary.
JOB DESCRIPTION:
The Workforce Specialist plays a critical role in ensuring optimal staffing schedule adherence and service level performance within a high-volume contact center environment. This role partners closely with leadership and frontline teams to deliver proactive workforce planning real-time monitoring and analytical insights that support business objectives and customer experience goals.
RESPONSIBLIITIES:
- Act as a key partner to contact center leadership and peers providing proactive support and a high level of service.
- Develop maintain and improve workforce management and realtime monitoring processes that support operational excellence.
- Create staffing plans that align forecasted demand with service level goals and customer expectations.
- Perform workforce analytics including FTE analysis service level and capacity planning and scenario modeling to support informed decision making.
- Build manage and adjust agent schedules on a daily weekly and monthly basis to ensure coverage aligns with business needs.
- Manage agent scheduling needs including timeoff requests swaps training events leaves and other scheduleimpacting activities.
- Monitor system performance and KPIs in real time making adjustments to keep service levels and productivity on track.
- Manage phone splits and agent activities to support schedule adherence and balanced workloads.
- Use Workforce Management tools to monitor adherence identify trends and address variances proactively.
- Communicate schedule changes staffing risks and realtime performance insights clearly and timely to stakeholders.
- Prepare and share hourly daily weekly monthly and adhoc reports that provide actionable insights for leaders and business partners.
- Support evening operations when needed and participate in an oncall rotation to ensure continuity of service.
Qualifications :
- Bachelors degree required or four (4) additional years of relevant experience in lieu of a degree.
- At least three (3) years of Workforce Management experience in a 100 seat contact center environment.
- A strong understanding of contact center operations metrics and workforce management best practices.
- Clear and professional verbal and written communication skills.
- A strong analytical mindset with the ability to translate data into practical recommendations.
- Experience identifying emerging trends and understanding their impact on service staffing and customer experience.
- Intermediate handson experience with contact center and workforce systems such as:
- Preferred: NiCE IEX NiCE CXone NiCE CXone Workforce Management (Webstation)
- Relevant: Calabrio ONE Genesys Cloud CX Verint Playvox WFM Five9 Talkdesk WFM.
- Strong interpersonal skills and a collaborative teamoriented approach.
Additional Information :
Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is $51000 - $63000 USD. Please note that actual salaries may vary within the range or be above or below the range based on factors including but not limited to education training experience professional achievement business need and location. In addition to base salary employees will participate in an annual bonus plan based on company and individual performance.
At Fortune Brands we support the overall health and wellness of our associates by offering comprehensive competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates unique needs. This includes robust health plans a market-leading 401(k) program with a company contribution product discounts flexible time off benefits adoption benefits and more. We offer numerous ERGs (Employee Resource Groups) to foster a sense of belonging for all associates.
Fortune Brands is built on industry-leading brands and innovation within the high-growth categories of water outdoors and security. The Company makes innovative products for residential and commercial environments with a growing focus on digital solutions and products that add luxury contribute to safety and enhance sustainability. To learn more visit our website at .
Equal Employment Opportunity
Fortune Brands is an equal opportunity employer. Fortune Brands evaluates qualified applicants without regard to race color religion sex gender identity or expression national origin ancestry age disability/handicap status marital status protected veteran status sexual orientation genetic history or information or any other legally protected characteristic.
Reasonable Accommodations
Fortune Brands is committed to working with and providing reasonable accommodations to individuals with disabilities. If because of a medical condition or disability you need a reasonable accommodation for any part of the application or interview process please contact us at and let us know the nature of your request along with your contact information.
Important Notice: Protect Yourself from Fraudulent Job Postings
To protect yourself from fraudulent job postings or recruitment scams please note that Fortune Brands job postings are exclusively hosted on our website at via our SmartRecruiters platform. Fortune Brands will never request banking information or sensitive personal details until an offer of employment has been accepted and the onboarding process begins.
Remote Work :
Yes
Employment Type :
Full-time
Key Skills
About Company
Fortune Brands Innovations, Inc. is an industry-leading innovation company focused on creating smarter, safer and more beautiful homes and improving lives. Our driving purpose is that we elevate every life by transforming spaces into havens. We believe our work and our brands can have ... View more
