Workforce Specialist II

Job Summary

Essential Job Functions

• Deliver high‑quality analytics and insights by executing ad‑hoc requests driven by changes in tools, underwriting requirements, and evolving business needs, ensuring leaders have timely, accurate data to make informed decisions.
• Evaluate and forecast operational impacts by conducting comprehensive analyses of staffing, workflow, and process changes; translate findings into actionable recommendations that enhance schedule optimization and overall performance.
• Lead structured performance reviews through monthly and quarterly assessments in partnership with Product teams, ensuring alignment on priorities, risks, and business outcomes.
• Influence strategic planning by partnering with director‑ and senior‑level leadership to develop operational strategies, refine forecasts, and provide expert guidance that drives business excellence.
• Foster strong cross‑functional partnerships with vendor teams, Strategic Execution, Finance, UoF, and Compliance to enable seamless collaboration, knowledge sharing, and execution of key initiatives.
• Own long‑term forecasting models (4 weeks to 18+ months) to anticipate workload patterns and shrinkage trends, supporting optimal capacity planning and resource allocation.
• Apply advanced analytical and statistical techniques to identify emerging trends and operational risks; translate complex data into clear, actionable insights to support business strategy.
• Drive service‑level achievement by integrating historical performance, company objectives, and operational initiatives into alternative solutions and recommendations.
• Manage complex long‑term scheduling processes, including shift bids, staffing optimizations, and PTO balance oversight, ensuring fair and efficient scheduling outcomes.
• Partner closely with Finance to contribute to budgeting cycles, develop financial forecasts, and support Capital Appropriation Proposals and other critical business cases.
• Champion continuous improvement by identifying opportunities to streamline workflows, enhance operational efficiency, and update process documentation to reflect industry and internal best practices.
• Represent Workforce Management as a technical subject matter expert on cross‑functional projects and working groups, supporting successful implementation of initiatives and tools.
• Perform other duties as assigned to support departmental and organizational goals.

Physical Actions

• Sits or stands for extended periods of time, up to a full work shift.
• Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping.
•  Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance. Listens to, interprets, and differentiates auditory information (e.g. others speaking) at normal speaking levels with or without correction.
• Visually verifies and reads information. Visually locates material, resources and other objects.
•  Ability to operate a computer for extended periods of time, up to a full work shift.
• Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift.

Physical Environment

Education Requirements

• High school diploma or equivalent required.
•  Bachelor's degree preferred.

Experience Requirements

• 3-5 years experience within a Workforce Management role required.
• 4 years contact center experience preferred.
• 3 years demonstrated forecasting experience preferred.