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Workforce Management Specialist

Careers Integrated Resources Inc

Milwaukee, WI

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JOB DETAILS
SKILLS
Analysis Skills, Best Practices, Budgeting, Business Plan, Business Support, Calendar Management, Call Centers, Career Development, Coaching, Communication Skills, Corrective Action, Customer Service Operations, Forecasting, Industry/Trade Analysis, Kronos Workforce Scheduler, Leadership, Mentoring, Multitasking, On Call, Onboarding, Operational Support, Performance Analysis, Performance Tuning/Optimization, Problem Solving Skills, Process Improvement, Productivity Management, Resource Management, Schedule Development, Staff Requirements, Team Lead/Manager, Time Management, Training/Teaching, Workforce Management, Workforce Management Software, Workforce Planning
LOCATION
Milwaukee, WI
POSTED
4 days ago

Job Title: Workforce Management Specialist

Location: Milwaukee, WI / Chicago, IL / Green Bay, WI
Duration: 12-Month Contract
Schedule: Flexible hours within 7:00 AM – 5:00 PM

Job Summary:

  • Our Client is seeking a Workforce Management Specialist to support Care Center Operations by managing forecasting, scheduling, and real-time staffing for over 300 employees across multiple internal sites and one vendor location. This role will ensure efficient staffing levels, optimize service performance, and support leadership during high-volume events such as weather emergencies.

Key Responsibilities:

Workforce Planning & Scheduling:

  • Develop and adjust employee schedules based on forecasted call, email, and back-office workloads.
  • Manage vacation schedules while maintaining operational service levels.
  • Coordinate training schedules with internal teams to meet business needs.
  • Forecast and reforecast staffing needs and assign offline work such as meetings, coaching, and training.
  • Support onboarding transitions for new hires through mentoring and floor-walking schedules.

Real-Time Resource Management

  • Monitor daily workload volumes and staffing levels in real time.
  • Make staffing adjustments to maximize productivity and occupancy.
  • Partner with leadership to take corrective actions and maintain service goals.
  • Participate in weekly on-call rotation for staffing support outside business hours.

Reporting & Process Improvement:

  • Generate monthly workforce management and performance reports.
  • Analyze staffing performance against budget and identify variances.
  • Recommend process improvements to better utilize workforce resources.
  • Support leadership with reporting and operational insights.

Professional Development:

  • Maintain knowledge of workforce management best practices and industry trends.
  • Build career development plans aligned with business goals.

Education:

  • Bachelor’s Degree required.

 

Experience:

  • 3–5 years of experience in workforce management, scheduling, forecasting, or resource planning.
  • Leadership or team coordination experience.
  • Advanced knowledge of Workforce Management software (Aspect preferred).

 

Preferred Skills:

  • Strong analytical and forecasting skills.
  • Experience in contact center or customer care operations.
  • Excellent communication and problem-solving abilities.
  • Ability to work in a fast-paced environment and manage multiple priorities.

About the Company

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Careers Integrated Resources Inc

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