Workforce Management Specialist

Workforce Management Specialist
Irving, TX
Pay: $30.00 - $32.00 per hour
26-04674

Job Summary
The Workforce Management Specialist will support the Human Resource Service Center by managing workforce scheduling, staffing analysis, and operational performance within a contact center environment. This role is responsible for developing and maintaining agent schedules across phone, chat, case management, and non-phone activities while monitoring real-time adherence and service performance metrics. The ideal candidate is highly analytical, proactive, and experienced in workforce management processes, forecasting, and reporting within a fast-paced customer support or HR operations environment. This position requires strong communication skills, advanced Excel capabilities, and the ability to collaborate effectively with leadership and cross-functional stakeholders.

Job Responsibilities

• Develop and maintain daily schedules for phone, chat, case management, and off-phone assignments
• Monitor real-time agent adherence, productivity, and operational performance metrics
• Identify and escalate schedule deviations or staffing concerns promptly
• Process time-off requests, schedule changes, and exception management activities
• Lead workforce forecasting discussions and provide staffing recommendations based on operational data
• Create, maintain, and analyze workforce management dashboards, reports, and KPI metrics
• Collaborate with leadership and stakeholders to align staffing levels with service goals
• Recommend and implement process improvements to enhance operational efficiency and communication
• Configure and maintain workforce management tools to support accurate productivity tracking
• Support continuous improvement initiatives and workforce planning strategies
• Maintain accurate workforce documentation and scheduling records
• Work independently while managing multiple priorities in a fast-paced environment

Job Requirements

• 3-5 years of workforce management, scheduling, or contact center operations experience
• Experience working in a contact center or shared services environment required
• Proficiency with AWS Connect or similar cloud-based contact center platforms
• Advanced Microsoft Excel skills including pivot tables, VLOOKUP, INDEX-MATCH, and macros
• Strong analytical and problem-solving skills with the ability to interpret operational data
• Ability to provide data-driven staffing and scheduling recommendations
• Strong verbal and written communication skills with experience presenting to leadership teams
• Ability to manage multiple schedule requests and operational priorities simultaneously
• Strong organizational skills and attention to detail
• Ability to work onsite in Irving, Texas
• Self-starter with the ability to work independently with minimal supervision

Education

• Bachelor's degree in Business, Human Resources, or a related field preferred

Work Experience

• Experience with workforce management systems and scheduling tools required
• Experience with ServiceNow or other ITSM case management platforms preferred
• Experience using Microsoft Teams and SharePoint for collaboration and documentation preferred
• Experience supporting workforce forecasting and service-level performance preferred

#ZR

About Equiliem

Equiliem believes in empowering success. It's our job to cultivate relationships that connect people and employers in a way that is inclusive, intelligent, and allows both to thrive.

Across the U.S., leading companies in healthcare, government, engineering, manufacturing, professional services, and energy rely on us for their workforce solutions. Our recruiting and HR services include contract and direct hire staffing, Payrolling/EOR, Independent Contractor Compliance, and Managed Services.

For almost 30 years, we've helped shape our industry. Today, we continue to research, ask questions, and continuously enhance the candidate journey and client experience.

Benefits

We offer a comprehensive benefits package to our employees, which includes:

• Medical Insurance
• Vision & Dental Insurance
• Life Insurance
• Matching 401(k)
• Commuter Benefits
• Employee Discounts & Rewards
• Payroll Payment Options

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Equiliem is an equal opportunity employer. We do not discriminate or allow discrimination based on race, color, religion, creed, sex, age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Equiliem will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [emailprotected] or (732) 238-6050.