Specialist, Workforce Management

The Specialist, Workforce Management is responsible for real-time monitoring and optimization of contact center performance, staffing levels, and agent activity to ensure adequate coverage and maintain key performance indicators. This role involves forecasting volume, building strategic schedules, and managing daily operations to meet service level agreements while supporting system initiatives and cross-functional collaboration. The position requires strong analytical expertise, attention to detail, and effective communication skills to balance business goals with employee satisfaction.