Workforce Management Specialist

The Workforce Management Specialist is responsible for the day-to-day scheduling, forecasting, and real-time performance management of our Customer Care Center (CCC) within NICE CXone. This role builds and maintains agent schedules, monitors real-time attendance and adherence, develops staffing forecasts, and tracks utilization and occupancy to ensure the center consistently meets service level goals.

This role is highly detail-oriented and lives inside our workforce management software daily, translating data into staffing decisions that keep the Customer Care Center running efficiently and our Specialists set up to succeed.

Pay & Benefits

Base Pay:

$20 an hour

Additional Benefits:

• Health Savings Account (HSA)
• Health, Dental, and Vision Insurance
• Paid Time Off
• HQ Building Perks

How You Win in This Role

Communication

• Clearly communicate schedule changes, forecasts, and adherence expectations to Team Leads and Specialists
• Translate WFM data into simple, actionable updates for leadership
• Proactively flag staffing risks before they impact service level

Development

• Help Team Leads understand how scheduling and adherence connect to team performance
• Support the growth of scheduling and forecasting knowledge across the CCC
• Continuously build expertise in NICE CXone’s WFM tools

Alignment

• Ensure staffing plans align with forecasted volume and business priorities
• Partner with Customer Care leadership to keep scheduling consistent with company goals
• Maintain a unified approach to attendance, adherence, and coverage standards

Innovation

• Identify opportunities to improve forecast accuracy and scheduling efficiency
• Recommend improvements to WFM processes as the business grows
• Fully leverage NICE CXone’s workforce management capabilities

Leading People

• Influence staffing outcomes through data, clarity, and consistency
• Support Team Leads as a trusted partner on coverage and performance
• Help build a culture of accountability around adherence and attendance

Your Role in Action

Scheduling & Staffing

• Build, maintain, and adjust agent schedules within NICE CXone to align staffing with forecasted call volume
• Manage time-off requests, shift bids, and schedule change requests in accordance with staffing needs and company policy
• Maintain accurate skill-based routing and queue configurations in coordination with the operations team

Forecasting

• Develop and refine call volume and staffing forecasts using historical data and current trends
• Support long-term capacity planning by analyzing trends in call volume, handle time, and staffing requirements

Real-Time Management & Adherence

• Monitor real-time adherence and intraday performance, flagging and addressing schedule deviations as they occur
• Track and report on key WFM metrics, including adherence, utilization, occupancy, and shrinkage
• Partner with call center leadership to identify staffing gaps, coverage risks, and opportunities to improve efficiency

Reporting & Insights

• Prepare and distribute regular reporting on attendance, adherence, and forecast accuracy to leadership
• Identify trends and recurring issues affecting service level and staffing efficiency

Process Improvement

• Identify process improvements within workforce management workflows and recommend solutions
• Support onboarding and training on WFM tools and processes as needed

What You Bring to the Table

• Strong understanding of workforce management principles, including forecasting, scheduling, adherence, utilization, and occupancy
• Ability to work independently, manage competing priorities, and meet deadlines in a fast-paced environment
• Excellent organizational skills and high attention to detail
• Strong written and verbal communication skills
• Proficiency with Microsoft Excel or similar tools for data analysis and reporting

Preferred Qualifications

• Minimum of 1 year of experience in a workforce management role within a call center or contact center environment
• Direct experience with NICE CXone or a comparable WFM/contact center platform
• Experience supporting a multi-site or multi-location call center operation
• Proficiency in Microsoft Office and Google Sheets

Alignment with Mira Values

• United – Keeps staffing and scheduling consistent and aligned across teams
• Caring – Builds schedules and coverage that set Specialists up to take care of customers
• Intentional – Uses data to make deliberate, informed staffing decisions
• Transformative – Continuously improves how the CCC forecasts, schedules, and staffs

Work Location

In person