Workforce Specialist - Seasonal

As a seasonal Workforce Specialist, you will play a critical role in ensuring smooth call center operations by monitoring real-time call traffic and workforce activity. You’ll be responsible for reallocating resources as needed, coordinating communications, and analyzing operational impacts. You will also keep Operations informed of any disruptions or performance shifts. 

• Optimize call center staffing by continuously monitoring resource availability, employee activity, and performance thresholds to enable timely support and effective resource reallocation 

• Leverage intraday reporting tools and processes to manage the distribution of customer contacts across multiple service sites and teams, ensuring alignment with business, customer, and vendor performance targets 

• Provide regular updates to both the Workforce Planning and Client Service Organization (CSO) leadership on daily trends 

• Monitor and track content in Mission Control phone and e-mail queues and respond within Service Level Agreements (SLA) 

• Pull operational escalation levers per the pre-defined process 

• Serve as point of contact for unexpected events and system outages on a global level when required 

• Provide afterhours support of call center operational activities 

• Document daily progress and activities in required logs and checklists 

• Support onboarding and offboarding processes to ensure agent accessibility to support tools and contact volume 

• Create and maintain a culture of superior quality of work 

• Ability to successfully interact with a wide audience, including CSO senior leaders and frontline staff, as well as special projects teams, vendors, and other outside agencies 

• Other duties as assigned 

Education:

• Associate’s degree in a related field or the equivalent through a combination of education and related work experience.

Work Experience:

• Ability to work independently with minimal supervision
• Call center experience
• Demonstrated ability to produce work with a high degree of accuracy
• Effective time management and organization skills with the ability to handle multiple priorities
• Excellent interpersonal skills to include oral and written communication
• 1 year minimum related work experience
• Proficiency in Power BI and Excel
• Strong analytical skills, especially in workforce data analysis and forecasting

Work Experience:

• Experience with CXone, IEX, or other workforce management systems
• Knowledge of contact center tools and systems to include PC, networks, or technical infrastructure environments
• 3 years related work experience