The Workforce Management Specialist is responsible for monitoring and managing real-time workforce activity within the Contact Center to ensure employees are adhering to scheduled work assignments and operational expectations. This role plays a critical part in maintaining service levels, workforce productivity, and operational efficiency by monitoring adherence systems, identifying variances, and communicating issues to employees, supervisors, and leadership teams.

The ideal candidate is highly organized, detail-oriented, and comfortable working in a fast-paced environment where continuous monitoring and proactive communication are essential. This position serves as the operational eyes and ears of the Workforce Management function and provides frontline support to ensure staffing plans are executed effectively throughout the day.

Leadership views this role as a developmental opportunity for individuals interested in pursuing a long-term career in Workforce Management, Capacity Planning, Forecasting, or Contact Center Operations.

Essential Duties and Responsibilities

Real-Time Adherence Monitoring

• Monitor real-time adherence dashboards, workforce management systems, and operational queues throughout the day.
• Ensure employees are working scheduled activities and adhering to assigned schedules.
• Identify schedule variances, adherence exceptions, attendance concerns, and productivity issues in real time.
• Track agent activity across telephony, workforce management, and operational systems.
• Monitor key staffing metrics to help maintain operational coverage and service level objectives.
• Escalate adherence concerns and attendance issues according to established procedures.

Communication & Operational Support

• Communicate adherence exceptions, schedule variances, and staffing concerns to employees, supervisors, and leadership teams.
• Collaborate with operational leaders to address real-time staffing challenges and workforce concerns.
• Provide timely updates regarding staffing shortages, schedule adherence trends, and workforce risks.
• Support leadership in managing daily operational coverage and staffing effectiveness.
• Serve as a point of contact for workforce-related questions during assigned shifts.

Workforce Management Support

• Assist Workforce Management leadership in monitoring staffing effectiveness and operational performance.
• Support intraday workforce management activities designed to meet business objectives.
• Help maintain accurate staffing records, schedule adjustments, and adherence documentation.
• Assist with workforce-related reporting and trend analysis.
• Participate in workforce management initiatives and operational improvement efforts.

Reporting & Documentation

• Document adherence exceptions, staffing issues, and operational concerns.
• Generate and distribute workforce adherence reports as required.
• Maintain accurate records of employee adherence performance and escalation activity.
• Identify recurring trends and provide feedback to leadership regarding workforce behaviors and staffing patterns.

Continuous Improvement & Career Development

• Develop knowledge of workforce management principles, scheduling methodologies, forecasting concepts, and contact center operations.
• Cross-train in broader workforce management functions as business needs evolve.
• Support future workforce planning, reporting, forecasting, and capacity management activities.
• Participate in process improvement initiatives focused on operational efficiency and workforce optimization.
• Seek opportunities to expand technical knowledge and workforce management expertise.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Required Experience

• Minimum of 1-3 years of experience in a Contact Center, Workforce Management, Customer Service, Operations Support, Scheduling, or related environment.
• Experience working in a metric-driven environment.
• Experience monitoring performance, productivity, or operational activities.
• Strong customer service and communication skills.
• Experience working with multiple software platforms simultaneously.

Preferred Experience

• Workforce Management (WFM) experience.
• Real-Time Adherence (RTA) experience.
• Contact Center Operations experience.
• Experience with Alvaria, NICE, Verint, Genesys, Aspect, or similar workforce management systems.
• Mortgage servicing, financial services, banking, or regulated industry experience.

Technical Skills

• Proficiency with Microsoft Excel, Outlook, Teams, and other Microsoft Office applications.
• Ability to navigate multiple systems simultaneously.
• Experience utilizing workforce management software preferred.
• Strong data entry and system navigation skills.
• Ability to interpret dashboards, reports, and operational metrics.