Workforce Specialist

Charlottemid

OtherRecruitment & Talent AcquisitionWorkforce Staffing SpecialistWorkforce

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Key Responsibilities

Monitor real-time call volume, queue performance, and schedule adherence to ensure service levels and response time goals are met.

Technical Tools

OtherRecruitment & Talent AcquisitionWorkforce Staffing SpecialistWorkforce

~1 min read

Monitor real-time call volume, queue performance, and schedule adherence to ensure service levels and response time goals are met.
Make real-time adjustments and recommendations based on business needs, including support of outbound dialer operations and escalation handling.
Track, analyze, and report on key performance indicators (KPIs) daily and in real time.
Identify performance gaps and partner with leaders to provide insights and recommendations that support coaching and operational improvements.
Support forecast and scheduling activities, including project-based and short-term staffing plans.
Continuously evaluate trends and performance data to optimize efficiency across all contact channels.
Conduct analysis on service level performance and forecast variances; independently research findings and recommend solutions.
Collaborate with cross-functional teams and leadership to communicate insights, risks, and opportunities.
Maintain accurate reporting and documentation while handling sensitive and confidential information with discretion.
Utilize Workforce Management (WFM) tools and systems to support monitoring, tracking, and reporting activities.

3–7 years of experience in contact center, workforce management, or customer service
Strong analytical and problem-solving skills
Proficiency in Microsoft Office, especially Excel
Experience with WFM tools and contact center platforms (e.g., Genesys and Salesforce)
Excellent communication and collaboration skills
Ability to work independently and make sound business decisions
High level of accountability and attention to detail
Ability to build and maintain accurate volume forecast using historical data, trends and business drivers

Engaging and fun company culture that’s made up of diverse people.
Volunteer and community engagement opportunities.
Great medical, dental, vision, short- & long-term disability, and life insurance options. PTO, 401(k) plan with competitive company match.
Education assistance – we encourage & support our employees who want to improve their skills and further their education for advancement.
On-site café, coffee/smoothie bar, walking trail, basketball court, and state-of-the-art fitness facility with a dedicated Fitness Director.