Forecast contact volume using historical data and real-time trends
Build and maintain staffing plans and schedules to ensure reliable coverage
Monitor queues, service levels, and agent adherence throughout the day
Make real-time, intraday adjustments to respond to spikes in demand or emergencies
Support surge staffing and contingency planning during high-volume or crisis events
Analyze performance metrics and identify trends, gaps, and opportunities
Produce regular and ad-hoc reports for operations and clinical leadership
Collaborate closely with operations and clinical teams to align staffing with service goals
Help balance service level targets with staff well-being and sustainable workloads

Requirements

Experience in a contact center environment (inbound and/or outbound)
2–3 years of workforce management experience, especially in forecasting or scheduling
Strong Excel skills and comfort working with data and reports
Experience with Business Intelligence software (Power BI/Tableau)
Familiarity with workforce management or contact center scheduling tools
Ability to stay calm, adaptable, and collaborative in fast-changing situations
Experience with tools such as NICE/IEX, Five9, Genesys, Blue Pumpkin, or similar platforms is a plus but not required

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

workforce managementforecastingschedulingdata analysisperformance metricsreportingExcelBusiness IntelligencePower BITableau

Soft Skills

adaptabilitycollaborationcalmness under pressure