Workforce Management Specialist

1 week, 2 days ago
Full-time
Mid Level
Data Science and Analytics
Remote

Remote

Global HR Solutions & Employment Tools for Distributed Teams | Remote Hire international talent in minutes. Remote is the most disruptive global payroll, tax, HR and compliance solution for distributed teams. The easier way to employ internationally 🌍....

Professional Services
251-1K
Founded 2019
$496M raised

Description

  • Create and maintain agent schedules aligned with forecasted workload, operational needs, employee preferences, and compliance requirements.
  • Monitor real-time ticket volumes, messaging queues, and agent availability to maintain coverage and SLA adherence.
  • Reallocate resources and adjust assignments to address staffing gaps or workload fluctuations.
  • Track and report on schedule adherence, attendance, productivity, and KPI performance.
  • Identify and escalate real-time issues such as volume surges or system outages and execute contingency plans.
  • Recommend and implement process improvements and automation opportunities in workforce management.
  • Assist with short-term and long-term workload forecasting using historical data, current trends, and external factors.
  • Collaborate with stakeholders to turn forecasts into staffing plans and schedules.
  • Generate and share detailed reports on team performance and operational efficiency.
  • Analyze trends and bottlenecks to support improvement initiatives across teams.

Requirements

  • Proven experience in workforce management, including real-time monitoring, scheduling, and forecasting in a multi-department or multi-site environment.
  • Strong analytical and problem-solving skills with the ability to interpret and act on data insights.
  • Experience with workforce management tools/software such as NICE, Teleopti, or Assembled is preferred.
  • Ability to manage time-sensitive, high-pressure situations effectively.
  • Strong written and verbal communication skills for communicating complex information to stakeholders at all levels.
  • Fluency in English is required.
  • Experience working in a remote or distributed team is a plus.
  • A proactive approach to process improvements and willingness to stay current on industry best practices.
  • Ability to work from the EMEA region and start as soon as possible.
  • Application materials must be submitted in English, and the CV should be uploaded in PDF format or replaced with a LinkedIn profile if needed.

Benefits

  • Annual salary range of $36,900 to $83,050 USD.
  • Fair, unbiased compensation with pay equity and location-based salary practices.
  • Equity pay and stock options.
  • Work from anywhere with a fully remote setup.
  • Flexible paid time off.
  • Flexible working hours in an async work environment.
  • 16 weeks of paid parental leave.
  • Mental health support services.
  • Learning budget, home office budget, and IT equipment support.

Interested in this position?

Apply directly on the company website

Apply Now

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