Workforce Management Specialist

PGS Worldwide is seeking a Workforce Management Specialist in Irving, TX for a one-year contract-to-hire role supporting a leading aerospace & defense company.

The Workforce Management Specialist will support the Human Resource Service Center by managing contact center scheduling, workforce allocation, real-time adherence, forecasting, reporting, and staffing recommendations. This role is ideal for someone with workforce management experience in a contact center environment who is strong with Excel, scheduling analytics, dashboards, KPI tracking, and high-volume schedule change requests.

Required Skills

• 3–5 years of workforce management or scheduling experience in a contact center environment.
• Proficiency with AWS Connect or a comparable cloud-based contact center platform.
• Advanced Microsoft Excel skills, including pivot tables, VLOOKUP/INDEX-MATCH, and macros.
• Strong analytical mindset with the ability to assess data quality, interpret business impact, and make data-driven recommendations.
• Experience tracking agent adherence, productivity, scheduling trends, KPIs, and service performance.
• Ability to manage a high volume of time-off requests, schedule adjustments, and exceptions.
• Excellent written and verbal communication skills.
• Comfortable presenting workforce data and recommendations to leadership and stakeholders at all organizational levels.
• Ability to work autonomously with minimal supervision while delivering high-quality results.
• Ability to work on-site in Irving, TX as needed for a hybrid role.
• U.S. citizenship required.
• No security clearance required.

Preferred Skills

• Bachelor’s degree in Business, Human Resources, or a related field.
• Experience with ServiceNow or other ITSM case management tools.
• Familiarity with Microsoft Teams and SharePoint for collaboration and documentation.
• Experience with workforce management tools, contact center operations, service factor targets, staffing forecasts, productivity metrics, schedule adherence, HR service centers, phone/chat/case work allocation, dashboards, reporting, and process improvement.

What You’ll Do

• Design and maintain daily schedules for phone, chat, case, and off-phone assignments.
• Collaborate with stakeholders to capture staffing needs and balance workload across HR Service Center functions.
• Monitor agent adherence and productivity in real time and flag deviations promptly.
• Process time-off requests, schedule adjustments, and schedule exceptions efficiently.
• Lead forecast meetings with leadership and present data-backed staffing recommendations.
• Build and refresh dashboards and reports covering scheduling trends, KPIs, and service performance.
• Configure workforce management tools to capture accurate agent productivity metrics.
• Recommend and implement process improvements to improve communication and operational efficiency.
• Stay current on workforce management trends and apply best practices to improve HRSC processes.
• Work independently while supporting leadership, agents, and cross-functional stakeholders.

Work Schedule / Shift

• Hybrid role.
• 9x80 schedule.
• Full-time, 40 hours per week.

Pay

• $37.05/hour

Job ID: 1323

Military veterans and transitioning military members are encouraged to apply to all PGS Worldwide positions. All of our jobs are military-friendly, and we work with leaders in Aerospace who rely on your military expertise to support mission-critical programs nationwide. As a Veteran Founded company, we know that the military has given you the skills and training you need to succeed in positions like this, and we want to support your success in the civilian sector however we can. We thank you for your service and humbly offer our own in return by helping you take your career to the next level.