Offer summary

Qualifications:

Bachelor’s degree in Business Administration, Operations Management, or a related field (preferred but not required)., 1+ year of experience in workforce management, scheduling, or a similar role (preferred)., Basic knowledge of workforce management tools and reporting software (e.g., Excel, Google Sheets, WFM software)., Strong analytical and problem-solving skills with attention to detail..

Key responsabilities:

Monitor real-time queues and agent availability to ensure efficient workload distribution.

Generate and maintain reports on key workforce metrics such as attendance and service levels.

Assist in creating and maintaining agent schedules based on forecasted demand.

Support the workforce team in managing shift changes, leaves, and other scheduling requests.

Job description

The Junior Workforce Specialist is responsible for monitoring and managing queue performance, generating basic reports, and assisting with scheduling to ensure optimal workforce efficiency. This role supports real-time workforce operations and provides data-driven insights to enhance service levels and productivity.

Key Responsibilities:

Queue Management:

Monitor real-time queues and agent availability to ensure efficient workload distribution.
Adjust agent assignments based on call volume, occupancy, and adherence trends.
Provide immediate responses to staffing issues, escalations, and service level risks.

Basic Reporting & Analysis:

Generate and maintain reports on key workforce metrics such as attendance, adherence, shrinkage, and service levels.
Assist in analyzing trends and patterns to support workforce planning and decision-making.
Ensure accuracy and timely delivery of workforce reports to relevant stakeholders.

Scheduling & Forecasting Support:

Assist in creating and maintaining agent schedules based on forecasted demand.
Monitor schedule adherence and coordinate adjustments as needed.
Support the workforce team in managing shift changes, leaves, and other scheduling requests.

Requirements

Bachelor’s degree in Business Administration, Operations Management, or a related field (preferred but not required).
1+ year of experience in workforce management, scheduling, or a similar role (preferred).
Basic knowledge of workforce management tools and reporting software (e.g., Excel, Google Sheets, WFM software).
Strong analytical and problem-solving skills with attention to detail.
Ability to work in a fast-paced environment and make data-driven decisions quickly.
Excellent communication and coordination skills to collaborate with teams and leadership.

Benefits