Workforce Management Specialist Job Description

Workforce Management Specialist Job Description

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Workforce management specialist provides advanced support for office productivity applications such as Microsoft Windows 7/10, Microsoft Office 2010/O365, and other software as assigned.

Workforce Management Specialist Duties & Responsibilities

To write an effective workforce management specialist job description, begin by listing detailed duties, responsibilities and expectations. We have included workforce management specialist job description templates that you can modify and use.

Sample responsibilities for this position include:

Manage various workforce management systems, such as Verint scheduling software and CMS
Identify Triggers
Provide essential input to Business Analyst so that staffing plans are based on analysis of historical performance and real time data
Monitor adherence real time to ensure performance is within pre-set parameters, works with supervisors to resolve schedule adherence issues, escalating to Operations Managers if necessary
Have familiarity with forecast and scheduling concepts an asset
Efficiently manage Pharmacy call volume and labor resources for our inbound, outbound and work flow, while maintaining and exceed goals and expectations
Compile summarize and disseminate various reports including, but not limited to, volume, efficiency, production hours, daily performance summaries, LT/ST forecast bridge analysis, cost per transaction tracking
Coordinate with various departments and centers on a daily basis on staffing levels and production efficiency maximization issues affecting production
Real time monitoring of call centre activities (service levels, schedule adherence)
Assist in coordinating call centre activities with management teams

Workforce Management Specialist Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Workforce Management Specialist

List any licenses or certifications required by the position: CPR, PE

Education for Workforce Management Specialist

Typically a job would require a certain level of education.

Employers hiring for the workforce management specialist job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Business, Education, Mathematics, Management, Statistics, Finance, Graduate, Associates, Business/Administration, Math

Skills for Workforce Management Specialist

Desired skills for workforce management specialist include:

Microsoft Office applications
Microsoft Office
MS Excel
Excel
Genesys
Access and Power Point
Calabrio
Aspect WFM
CMS
PowerPoint

Desired experience for workforce management specialist includes:

Frequently communicates via phone and email
Forecast inbound and outbound call volumes and off line time
Compile call volumes, daily activities and trends
Conduct post-mortem analysis and extract learnings and operationalize identified opportunities
Act as a WFM Subject Matter Expert (SME)
Call Centre management experience or equivalent in a Workforce leadership role is required

Workforce Management Specialist Examples

1

Workforce Management Specialist Job Description

Job Description Example
Our company is searching for experienced candidates for the position of workforce management specialist. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for workforce management specialist
  • Serve as the conduit and SME interface between the FWM Project and Field Service Organizations, Motorola Service Shops and other Field Service Organizations
  • Responsible for engaging and managing change with designated field users as part of the FWM deployment
  • Develop duty sheets and other daily reporting as required by the business
  • Works with the Analyst, Workforce Management to provide real-time information on call center performance that could affect future staff scheduling
  • Monitors real-time call volumes, average handle times, and adherence to schedules throughout the day against forecast
  • Addresses recurring problems by recommending improved work processes, policies, or procedures
  • Schedules all transaction based work
  • Creates, maintains, and distributes current, historical and custom key performance reports on daily, weekly and/or monthly basis to ensure that facility leadership is equipped with the data necessary to make assessments of the staffing, training and call center performance
  • Communicates effectively with individuals/teams in the call center(s) to ensure high quality and timely customer experience
  • Acts as tier 1 triage for most call center related technologies
Qualifications for workforce management specialist
  • Compensation design is a plus
  • Good organizational and communication skills, plus knowledge of talent management programs functions
  • Experience in a Unionized work environment
  • Proficient in Access, Word, and MicroStrategy
  • Flexibility to work an 8 hour shift, 5 days a week assigned between Tuesday -Saturday starting between 6am and 8am EST
  • Must be able to train in Springdale, OH for up to 2 weeks
2

Workforce Management Specialist Job Description

Job Description Example
Our company is looking for a workforce management specialist. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for workforce management specialist
  • Interpret the needs and requirements of leadership and business units and then develop custom reports that meet their specification
  • Gather and analyze data using tools and methodologies to identify trends, process and system improvement opportunities, and develop efficiencies in the contact center to improve service delivery and increase customer satisfaction
  • Work with leadership to develop action plans to improve service delivery based on metrics, data analysis, or customer feedback
  • Assess trends in teams, identifying areas of opportunity with assigned operational departments
  • Participate in strategic and business planning processes as required
  • Provide Guidance
  • Under general direction, analyzes call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation
  • Able to understand & analyze short and long term staffing plans incorporating multiple work types
  • Developing, monitoring and analyzing call volume projection functions, forecasting call quantity and staffing needs in a timely and accurate manner, while ensuring adherence to departmental policies and procedures
  • Perform basic modifications in the scheduling system of daily and weekly projected trends and volume
Qualifications for workforce management specialist
  • Experience and comfortable with presenting to upper management
  • Bachelor’s Degree in a recognized technical, engineering, scientific, managerial, business, or other discipline related to area of expertise
  • At least 1 year of previous experience with data analysis
  • While performing the duties of this job, the employee is required to sit, talk, hear, and use hands to touch, handle or feel objects, tools or controls
  • 2+ year Workforce Management (WFM) functions experience preferred
  • At least 1 year of experience with data analysis
3

Workforce Management Specialist Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of workforce management specialist. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for workforce management specialist
  • Review and administer temporary and mandatory schedule change requests, approving or denying requests based on current and upcoming operations needs
  • Build and operationalize comprehensive and flexible staffing models to drive high utilization and cost effective scheduling
  • Manage multiple analytics projects and ad-hoc requests with great flexibility
  • Lead demand planning efforts across multiple customer service centers, update models, present key findings, recommend forecast changes, and gain approvals from business owners
  • Present monthly capacity planning inputs and updates to business owners
  • Interpret data, performs trend analysis, identify outliers and make recommendation to team
  • Supports financial business planning process by providing analytical support to ensure data integrity and validation
  • Collect and analyze relevant data to assist in the divestiture and acquisition process
  • Utilize annual and daily Voice of Customer data to provide insight on business process improvement opportunity and make recommendations to leadership
  • Implement cost savings initiatives and continuous improvement projects
Qualifications for workforce management specialist
  • Develop resourcing strategy in alignment with overall USTS and TDBG strategy ensuring the optimal mix of employees and contractors and skill sets to meet long term objectives
  • Develop and manage the Annual Planning process to align with fiscal year objectives in both number of resources and estimated cost to meet Support and Project needs
  • Provide the analysis and reporting metrics to manage performance against the plan
  • Manage the Requisition & Fulfillment process for employees and contractors to ensure performance SLAs are established and met
  • Partner with USTS and HR stakeholders to continuously improve the related processes
  • Build out process and tool capabilities to manage down to a specific skill level
4

Workforce Management Specialist Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of workforce management specialist. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for workforce management specialist
  • Use continuous improvement tools and methodology to evaluate, challenge and optimize processes
  • Business process owner Telephony, responsible for identifying & interpreting business requirements, optimization
  • Identify, analyze and develop solutions that drive measurable improvement
  • Day-to-day operation of our Workforce Management application (Dayforce), including scheduling and task management
  • Provide visibility and predictability to the organization through accurate and timely daily, weekly, monthly and quarterly financial planning and reporting
  • Provide labor guidance for field labor through reporting and analysis
  • Assist in developing financial labor models to be consistently used across the retail chain
  • Assist Manager of Store Labor and Retail Analytics in projects, processes, policies and tasks
  • Assist in the design of the annual store labor budget for all store employees
  • Administer an incentive structure, including contests, for all selling and non-selling store staff
Qualifications for workforce management specialist
  • Experience in a multi-skill, multi-site call center is required
  • Must be highly self-motivated, multi-task oriented team member with ability to manage tasks to completion within timelines
  • Highly organized with demonstrated organizational, analytical, communication and trouble-shooting skills
  • High degree of accuracy and ability to check one's own work
  • Bachelor’s degree in Business, English, Marketing, Journalism, Communications or related field
  • In conjunction with management, approve time off of the phone
5

Workforce Management Specialist Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of workforce management specialist. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for workforce management specialist
  • Manage the gathering of accurate organizational and financial data across HR, Finance and the wider adidas organisation
  • Support the production of analysis, insight and reporting based on Strategic Workforce Management data
  • Support the project activity around the development and implementation of Strategic Workforce Management within Adidas
  • Implementation and follow-up of project plans
  • Support the development of impactful action plans based on Strategic Workforce Management data
  • Support organisation design projects from initial scoping through to implementation
  • Support the implementation of organisation design work in line with the adidas change management framework
  • Prepare all necessities for decision making processes
  • Contribute to new concepts by checking them for consistency
  • Manage the internal team communication, including tracking, summarising and reporting of communications
Qualifications for workforce management specialist
  • Minimum of two to three (2-3) years of call center experience, preferably in Workforce Management or in a call center management type role
  • Actively display knowledge and understanding of key call center performance metrics such as service level, AHT, adherence, by utilizing CUIC, NICE, and WorkDay
  • Prior use of Workforce Management software such as IEX, Impact 360, or Aspect preferred
  • Associates Degree in Business/Finance or related field is preferred
  • Required to work Tuesday through Friday
  • Written and Verbal Communications – ability to document analysis in presentation and document form

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