Workforce Management Specialist

Job Description

Title: Workforce Management Specialist

Reports to: Claims Manager

Department: Claims

Direct Reports: No

Exempt Status: Non-Exempt

Job Purpose

We are looking for a detail-oriented Workforce Management Specialist to join our Claims Team. This role is responsible for managing workforce management applications, creating accurate staff forecasts and projections, generating performance and employee metric reports, and optimizing staffing levels to ensure service goals are consistently met. The ideal candidate has strong analytical skills and hands-on experience with WFM tools in a call center environment.

Essential Job Functions

• Monitor real-time staffing conditions and make intraday adjustments to support service level goals
• Maintain and audit employee schedules, time-off requests, and schedule changes within WFM systems
• Analyze trends and provide recommendations related to staffing, scheduling, productivity, and operational efficiency
• Support implementation and continuous improvement of workforce management processes and reporting tools
• Prepare and analyze employee metric reports (attendance, performance, productivity, and quality metrics) to support staffing projections and operational decision-making
• Create and maintain employee schedules
• Partner with Claims leadership, training, and quality teams to align staffing plans with business objectives
• Provide ad hoc reporting and workforce analysis as requested by leadership
• Assist with capacity planning and budgeting for future hiring needs
  
  
  

Minimum Qualifications

• 2–4 years of experience in Workforce Management, preferably in a call center or contact center environment
• Strong experience with Workforce Management (WFM) systems and forecasting methodologies
• Advanced proficiency in Microsoft Excel (pivot tables, VLOOKUP, charts, data analysis)
• Solid understanding of call center metrics (Service Level, AHT, Occupancy, Adherence, etc.)
• Experience creating and analyzing employee performance and attendance reports
• Strong analytical, organizational, and communication skills with the ability to present data-driven recommendations to leadership
  
  
  

Preferred Qualifications

• Experience with the NICE InContact platform (highly preferred)
• Familiarity with other WFM tools (e.g., NICE WFM, Verint, Genesys, or similar)
• Experience with data visualization tools (Power BI, etc.)
  
  
  

The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.