Workforce Management Specialist (Hybrid)

📋 Description

• Monitor intraday performance and adjust staffing for service level goals
• Build interim schedules based on demand and priorities
• Optimize assignments across support teams for productivity
• Monitor queue health and identify risks early
• Manage DEFCON escalations and communicate risks
• Build dashboards delivering actionable insights

🎯 Requirements

• 2+ years in Workforce Management in a contact center
• Experience with real-time workforce operations and intraday management
• Experience with contact center tech and WFM platforms
• Strong analytics with SQL and Looker (or BI tools)
• Fast, data-driven decision making in dynamic environments
• Excellent communication and cross-functional collaboration

🎁 Benefits

• Ownership & 401(k) with match
• Comprehensive healthcare (medical, dental, vision) and FSA
• Flexible PTO and company holidays
• AI tools access to build and experiment
• Parental leave up to 12 weeks
• Hybrid rhythm with in-office days Mon-Thu