Workforce Operations Specialist

We are looking for a Strategic Operations Specialist to join our Workforce Management team.

This role combines workforce management, operational analysis, staffing strategy, and business insights to support efficient operations and consistently meet service level objectives.

The ideal candidate is highly analytical, comfortable working with WFM data and performance metrics, and able to translate complex information into actionable recommendations and operational strategies.

You will work closely with WFM leadership, operational teams, and affiliate partners to identify trends, address challenges, optimize staffing, and support strategic decision-making.

Main Duties

• Regularly review language and account performance metrics to identify areas for improvement and ensure all service levels are met
• Manage and complete staffing assessments to ensure optimal allocation and availability of agents.
• Work closely with partners to manage relationships, address concerns, and ensure contract compliance and satisfaction.
• Ensure effective support of interpreter needs regarding schedule changes, additional hours, and voluntary or unpaid time off requests.
• Generate accurate and timely status reports on staffing levels, service achievements, and operational challenges
• Participate in cross-functional projects and initiatives, contributing analysis, operational insights, and subject-matter expertise.
• Keep the Manager and Leads well-informed of all critical issues and updates. Maintain high responsiveness to all communications.
• Provide coverage for team responsibilities as needed to maintain continuity of operations.

Qualifications

• 1 year of experience in Workforce Management (WFM)
• Strong experience with performance metric analysis, staffing analysis, and workforce trends.
• Proven ability to translate complex data into predictive insights and actionable business strategies
• Strong understanding of WFM concepts and operational metrics, including Service Level, Occupancy, Shrinkage, Staffing, and Forecasting.
• Experience with WFM platforms such as NICE IEX or similar workforce management systems.
• Advanced analytical and problem-solving skills
• Strong Excel and data analysis skills.
• Ability to work effectively in a fast-paced, changing environment and remain solution-oriented under pressure.
• Excellent written and verbal communication skills, with the ability to present information clearly to both technical and non-technical audiences.
• Strong organizational and time-management skills, with the ability to manage multiple priorities and meet deadlines.