SUPERIOR CONTACT

Position: Workforce Specialist - Full Time - 100% Remote
We are a US Based Contact Center seeking a Workforce Specialist.
Are you a data-driven problem solver who thrives in a fast-paced environment? Do you enjoy optimizing schedules and driving performance? Join our team as a Workforce Specialist and play a key role in shaping an outstanding customer experience!
About the Role: Our Workforce Specialist forecasts call volumes, creates and manages schedules, and monitors real-time performance to ensure we meet — and exceed — service level goals. This is a collaborative role that works closely with operations, training, and client teams to deliver seamless support experiences.

REQUIREMENTS

• Strong analytical and data interpretation skills
• Competent in Excel
• Excellent communication (verbal & written) and interpersonal abilities
• Proactive, independent, and detail-oriented approach to work
• Workforce or contact center scheduling experience
• Bachelor’s Degree preferred and/or relevant experience

• Analyze historical data and trends to forecast call volumes and staffing needs
• Create and manage agent schedules that align with forecasted demand and business needs
• Monitor real-time performance, agent activity, and adherence to schedules
• Optimize staffing to improve customer satisfaction and agent efficiency
• Address scheduling deviations and support agents with intraday adjustments
• Collaborate with other departments to align workforce planning with company goals
• Communicate staffing plans and schedule updates clearly and efficiently
• Track and report performance metrics by agent and team