Wokrforce Management Specialist

Job Overview

Our client, a leading insurance/warranty provider located in Northeast Austin, is seeking a Workforce Management Specialist to support their Claims team in optimizing staffing and operational efficiency. The role supports workforce systems, builds forecasts, analyzes employee performance metrics, and ensures appropriate staffing levels to meet business demands. This hybrid, 3‑month contract‑to‑hire position works standard hours 8:00 AM – 5:00 PM, Monday and Friday, and can transition to a permanent role with a salary up to $68,000.

• Monitor real‑time staffing levels and make intraday adjustments to meet service goals.
• Maintain and audit employee schedules, time‑off requests, and changes within WFM systems.
• Analyze staffing, scheduling, and productivity trends to drive operational improvements.
• Build forecasts and projections to support workforce planning.
• Prepare and analyze employee performance metrics (attendance, productivity, quality).
• Generate reporting for leadership and provide data‑driven recommendations.
• Support implementation and enhancement of WFM tools and processes.
• Partner with Claims leadership, training, and QA teams to align staffing with business needs.
• Conduct ad hoc workforce analysis and reporting.
• Assist with capacity planning and future hiring projections.

• 2–4+ years of Workforce Management experience.
• Experience in a call centre or contact centre environment.
• Strong hands‑on experience with WFM systems (NICE in Contact highly preferred).
• Advanced Excel skills (pivot tables, VLOOKUP, data analysis).
• Understanding of call centre metrics (Service Level, AHT, Occupancy, Adherence).
• Experience working with large datasets and building forecasts.
• Exposure to HRIS systems and workforce reporting tools.
• Strong analytical, organisational, and communication skills.
• Experience with BI tools (Power BI or similar) is a plus.
• Ability to work independently and function as a self‑starter.