Senior Workforce Management Specialist

At Homebase, you’ll join a team that’s bold, fast-moving, and obsessed with helping small businesses thrive. We build with empathy, act with urgency, and take big swings that drive real-world impact. Here, every Homie shows up to raise the bar, support one another, and celebrate wins as a team.

We’re not just building an app—we’re building unstoppable teams. So what do you say, are you in?

We're looking for a Senior Workforce Management Specialist who is passionate about operational excellence, data-driven decision-making, and creating exceptional customer experiences.

In this role, you'll ensure our Customer Experience team operates at peak performance by managing intraday operations, optimizing staffing, improving workforce efficiency, and delivering actionable insights through reporting and analytics. You'll partner closely with CX Leadership and cross-functional stakeholders to keep our teams running smoothly while helping us move faster, learn faster, and continuously improve.

If you love solving operational puzzles, thrive in a fast-paced environment, and enjoy turning data into action, we'd love to meet you.

• Monitor intraday performance and make real-time staffing adjustments to ensure service level goals are achieved.

• Build and maintain interim schedules based on customer demand, staffing changes, and business priorities.

• Optimize work assignments across support teams to maximize productivity and reduce backlog.

• Monitor queue health and proactively identify risks before they impact the customer experience.

• Manage DEFCON escalations and communicate operational risks to leadership.

• Build and maintain reporting dashboards that provide actionable operational insights.

• Manage performance scorecards by tracking key operational metrics and identifying opportunities for improvement.

• Analyze workforce and customer support data using Looker and SQL to identify trends and improve staffing decisions.

• Identify opportunities to automate reporting and improve workflows using AI and modern productivity tools.

• Bring a builder's mindset by continuously improving how workforce management operates at Homebase.

• Meet the Talent Acquisition team, Ivana L.

• Meet the Hiring Manager, Hamza K.

• Participate in a Talent Assessment

• Meet with a panel of Cross-Functional Partners in the Houston Office

• Meet the VP of Customer Experience & Sales, Greg D.

• Background Check + Offer Stage

• Welcome to the team, Homie 🎉

Homebase is the everything app for hourly teams—built to simplify the day-to-day and superpower local businesses. With tools for scheduling, time clocks, payroll, communication, HR, and more, we help teams stay connected and in control. Today, over 150,000 small (but mighty) businesses rely on us to make work radically easier. Together, we’ve tracked over a billion hours for 2M+ workers—and we’re just getting started.

At Homebase, we celebrate diversity and are proud to be an equal opportunity employer. We welcome all candidates and do not discriminate based on any legally protected status. If you need accommodations during the hiring process, please let us know—we’re committed to ensuring fair and equitable access for all.