Workforce Management Specialist

11 minutes 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, labour laws, and company policies.
  • Monitor real-time ticket volumes, live messaging queues, and agent availability to maintain coverage and SLA adherence.
  • Respond to staffing gaps and workload fluctuations by reallocating resources and adjusting assignments.
  • Track, report, and analyze schedule adherence, attendance, and productivity metrics.
  • Escalate real-time operational issues such as volume surges and system outages, and execute contingency plans as needed.
  • Recommend and implement process improvements and automation opportunities to improve workforce management efficiency.
  • Support short-term and long-term workload forecasting using historical data, current trends, and external factors.
  • Collaborate with stakeholders to convert forecasts into staffing plans and schedules.
  • Generate and share reports on team performance, operational efficiency, and KPI adherence.
  • Identify trends, bottlenecks, and improvement areas from data insights and work with teams to implement solutions.

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, or similar tools preferred.
  • Ability to manage time-sensitive, high-pressure situations effectively.
  • Strong written and verbal communication skills for explaining complex information to stakeholders at all levels.
  • Fluency in English is required.
  • Experience working in a remote or distributed team is a plus.
  • Proactive approach to process improvement and staying current on industry best practices.
  • Application materials must be submitted in English.
  • Applicants should upload a CV in PDF format or provide a LinkedIn profile if they do not have an up-to-date CV.

Benefits

  • Annual salary range of $36,900 to $83,050 USD.
  • Fair, unbiased compensation with pay equity and location-based salary ranges.
  • Stock options.
  • Work from anywhere.
  • Flexible paid time off.
  • Flexible working hours with an async work culture.
  • 16 weeks of paid parental leave.
  • Mental health support services.
  • Learning budget.
  • Home office budget and IT equipment.
  • Budget for local in-person social events or co-working spaces.

Interested in this position?

Apply directly on the company website

Apply Now

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