Workforce Management Specialist
Job Location:
Job Location:
Austin, TX - USA
Monthly Salary:
Not Disclosed
Monthly Salary:
Posted on:
5 days ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Workforce Management Specialist
Job Description
Title: Workforce Management Specialist
Reports to: Claims Manager
Department: Claims
Job Description
Title: Workforce Management Specialist
Reports to: Claims Manager
Department: Claims
Direct Reports: No
Exempt Status: Non-Exempt
Job Purpose
Exempt Status: Non-Exempt
Job Purpose
We are looking for a detail-oriented Workforce Management Specialist to join our Claims Team. This role is responsible for managing workforce management applications creating accurate staff forecasts and projections generating performance and employee metric reports and optimizing staffing levels to ensure service goals are consistently met. The ideal candidate has strong analytical skills and hands-on experience with WFM tools in a call center environment.
Essential Job Functions
- Monitor real-time staffing conditions and make intraday adjustments to support service level goals
- Maintain and audit employee schedules time-off requests and schedule changes within WFM systems
- Analyze trends and provide recommendations related to staffing scheduling productivity and operational efficiency
- Support implementation and continuous improvement of workforce management processes and reporting tools
- Prepare and analyze employee metric reports (attendance performance productivity and quality metrics) to support staffing projections and operational decision-making
- Create and maintain employee schedules
- Partner with Claims leadership training and quality teams to align staffing plans with business objectives
- Provide ad hoc reporting and workforce analysis as requested by leadership
- Assist with capacity planning and budgeting for future hiring needs
Minimum Qualifications
- 24 years of experience in Workforce Management preferably in a call center or contact center environment
- Strong experience with Workforce Management (WFM) systems and forecasting methodologies
- Advanced proficiency in Microsoft Excel (pivot tables VLOOKUP charts data analysis)
- Solid understanding of call center metrics (Service Level AHT Occupancy Adherence etc.)
- Experience creating and analyzing employee performance and attendance reports
- Strong analytical organizational and communication skills with the ability to present data-driven recommendations to leadership
Preferred Qualifications
- Experience with the NICE InContact platform (highly preferred)
- Familiarity with other WFM tools (e.g. NICE WFM Verint Genesys or similar)
- Experience with data visualization tools (Power BI etc.)
The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may at its discretion assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.
Required Experience:
IC
