[Hiring] Workforce Management Specialist @Lucet

Role Description

The Workforce Management Specialist supports the operational effectiveness of contact center services by administering workforce management systems, maintaining schedules, monitoring real-time performance, and producing workforce reporting. This role is responsible for supporting staffing optimization, schedule adherence, service level attainment, and workforce administration activities through the use of workforce management tools and established operational processes. This role assists with forecasting, reporting, workforce planning activities, and operational support, while collaborating with leaders and business partners to address staffing needs, service level risks, and workforce performance concerns. This position serves as a key resource for workforce administration and contributes to continuous improvement initiatives that enhance operational efficiency, customer service delivery, and workforce management practices.

Workforce Operations

• Manage workforce management systems, schedules, and staffing plans to ensure appropriate coverage, support operational needs, and coordinate time off, training, meetings, and other workforce activities.
• Monitor real-time call center performance, service levels, queue metrics, and schedule adherence, escalating risks and implementing corrective actions to address staffing challenges, service disruptions, or performance issues.

Forecasting & Workforce Administration

• Support workforce forecasting and planning by maintaining accurate scheduling data, staffing information, workforce management records, and related documentation.
• Analyze forecasted versus actual workload volumes, staffing levels, and performance metrics to identify variances and support operational reporting and workforce management decisions.

Reporting & Operational Support

• Generate and distribute workforce management reports, dashboards, and performance metrics to track service levels, staffing utilization, schedule adherence, occupancy, and overall workforce effectiveness.
• Communicate service level risks and operational concerns to leadership, support stakeholder and vendor relationships, and contribute to process improvements, reporting enhancements, and workforce management system initiatives.

Qualifications

• High School Diploma or equivalent
• 3+ years of experience in workforce management supporting contact center, clinical operations, back-office, or related business functions.
• Experience working with and troubleshooting the Interactive Intelligence telephony system and workforce management solution is desired
• Proven experience analyzing, interpreting and summarizing complex data as it relates to call center technologies
• Intermediate experience with forecasting and scheduling predictions across all contact channels
• Experience presenting reports, forecasts, trends and recommendations to multiple levels.
• Superior oral and written communication skills
• Analytical and data mining skills
• Knowledge and experience with call flow technologies and strategies
• Ability to pass background check upon hire and throughout employment to include various checks and screenings.

Requirements

• Proven written and oral communication skills
• Organizational skills
• Demonstrated leadership
• Willingness to work within a collaborative, team-oriented environment.
• Ability to multi-task and manage multiple priorities and commitments concurrently
• Must be a self-starter and have the ability to work independently

Benefits

• Hourly compensation between $28.30 - $30.60, PLUS an annual performance-based, discretionary incentive.
• Comprehensive health benefit options: Medical, dental, and vision coverage
• 401(k) with competitive employer match
• Company-paid life and disability insurance
• Paid parental leave and wellbeing incentives
• Generous paid time off, including volunteer time
• Flexible spending accounts for healthcare and dependent care
• Professional development opportunities and tuition reimbursement
• Remote work flexibility (role-dependent)
• Opportunity for meaningful growth, both personally and professionally, where your unique background and experience is welcomed and valued.