Specialist - Workforce Management

Who We Are

Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving 2 million customers across 43 states. We partner with 13 utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live. We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day.

At Oncourse, our people are what makes that possible. We call ourselves SUPERs - Successful, United, Progressive, Empathetic, and Reliable - because that’s how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company.

As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.

Position Summary

The Workforce Specialist plays a critical role in achieving call center service and sales objectives through effective workforce planning, real-time performance management, and strategic scheduling. Reporting to the Sr. Manager of Workforce Optimization, this role is responsible for monitoring real-time call volume, service metrics, and agent adherence while proactively identifying and addressing performance risks.

The Specialist performs weekly and monthly scheduling activities, manages real-time operational adjustments, and provides data-driven recommendations to optimize staffing efficiency and customer experience. This position supports multiple staff groups, product lines, and locations—including third-party vendors and external partners—to ensure key performance indicators such as service level, call abandonment rate, and schedule adherence are consistently met or exceeded.

Additionally, the Workforce Specialist maintains workforce management system accuracy, processes schedule change requests, compiles operational and performance reports, and partners with leadership to optimize agent productivity and resource utilization. Through cross-functional coordination and continuous monitoring, this role directly contributes to improved operational performance and a high-quality customer experience.

This position is based in our Naperville, IL office. Our in-office environment is a vital component of our company culture and employee experience; therefore, a consistent hybrid work schedule is required. The hybrid model typically includes in-office work Tuesday through Thursday, with remote work on Monday and Friday. Additionally, this role requires participation in a rotating weekend schedule that includes Saturday support.

Responsibilities Include But Are Not Limited To

• Monitor real-time call volume, call flows, staffing levels, and agent activity to ensure achievement of key performance indicators (KPIs) and service objectives.
• Manage staffing requirements across multiple products, staff groups, partners, and vendors by analyzing schedules, tracking call volumes, and reviewing historical trend data to forecast daily workload and demand.
• Develop and recommend data-driven action plans to improve performance outcomes; oversee implementation, track results, and make ongoing adjustments in response to changing volumes and trends to maintain optimal operational performance.
• Monitor and manage agent schedule adherence in close coordination with Operations to ensure alignment with staffing plans and service goals.
• Analyze and optimize call center scheduling, including meetings, training, overtime, shift trades, time-off requests, projects, and special events, to maximize workforce efficiency and coverage.
• Maintain workforce management system accuracy, including employee records, scheduling updates, and historical performance data, to support effective staffing and performance management.
• Collaborate and communicate with cross-functional stakeholders including call center leadership, frontline representatives, Human Resources, Marketing, Technical/Telephony Support, partners, and vendors to support operational alignment and staffing needs.
• Provide workforce system user support, including new hire training, operational guidance, and coordination of system updates and enhancements with technology teams.
• Design, prepare, and distribute workforce and operational reports—such as daily operating summaries, adherence reports, and call volume analysis—for senior management in accordance with established schedules and guidelines.

We're Excited if this is You!

Experience And Qualifications Of The Role

• Associate’s degree in Business Administration, Information Technology, or a related field preferred; equivalent years of relevant professional experience may be considered in lieu of a degree.
• 2 years’ experience in a call center environment
• Minimum of 1 year of experience in Workforce Management, contact center operations, or a related analytical/operational role.
• Demonstrated experience monitoring real-time call center performance, managing staffing levels, and supporting service and sales KPIs such as service level, abandonment rate, and schedule adherence.
• Proficiency with workforce management systems and tools, including scheduling, adherence tracking, reporting, and employee data maintenance.
• Strong analytical skills with the ability to interpret call volume trends, historical data, and performance metrics to make actionable staffing and scheduling recommendations.
• Effective communication and collaboration skills, with experience working cross-functionally with operations, leadership, HR, technology teams, vendors, and external partners.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail and operational accuracy.
• Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities.

Computer Skills Needed To Perform The Job

• Basic Excel skills required
• Basic knowledge of Microsoft and Google Suites
• Working knowledge of a WFM tool; preferred (Verint)

Education

• Associate’s degree or comparable and relevant work experience required.

Certificates, Licenses, Registrations

• N/A

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing. The base pay range for this position is $25.48 - $41.63 USD Hourly. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.

Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.

Join our SUPER Team and Enjoy Amazing Benefits!

• Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
• Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
• 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
• Generous Paid Time Off: Take the time you need to recharge and relax.
• Education Assistance Program: Invest in your growth and development with our support.
• FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
• Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
• Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.

Competencies

Functional / Technical Skills- Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

Problem Solving- Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.

Communicate Effectively- Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect.

Strategic Agility- Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.

Process Management- Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can't; can simplify complex processes; gets more out of fewer resources.