Specialist, Workforce Management​/call center

Hybrid role
- In office in St. Petersburg, FL three days weekly, Wednesday being the required in-office day (other two days per agreement with manager). Schedule will be 8am–5pm, one-hour unpaid lunch, Monday–Friday.

Opportunity for extension or conversion based on attendance, performance and availability of an FTE opening. Laptop provided

Job Summary:

With moderate supervision, leverages expertise in staffing and workforce management to actively monitor real-time phone and processing queues, ensuring service level agreements (SLAs) are consistently achieved. Makes timely and strategic workflow adjustments in response to fluctuations in call volume, processing, and email activity. Delivers ad hoc, daily, weekly, and monthly reporting on departmental and individual performance against SLAs. Proactively analyzes performance trends that may impact operational effectiveness and collaborates with leadership to develop and implement impactful solutions.

Continuously seeks process improvement opportunities to optimize efficiency and enhance service delivery.

Essential Duties and Responsibilities

Monitor real-time phone queues, processing queues, and departmental inboxes for a medium to large-sized departments to ensure service levels are consistently met.

Independently assess and adjust workflows in real time in response to call, processing, and email volume fluctuations, ensuring appropriate daily resource coverage.

Generate ad hoc, daily, weekly, and monthly reports detailing departmental and individual associate SLA performance.

Proactively identify performance trends affecting departmental operations and collaborate with leadership to implement effective, data-driven solutions.

Monitor schedule adherence, providing both real-time updates and trend analysis to support departmental management decisions. Coordinate directly with leadership and frontline associates.

Partner with departmental leadership to identify and implement strategies that enhance workforce optimization.

Evaluate and observe departmental processes to detect inefficiencies and offer actionable recommendations for improvement.

Continuously seek opportunities to refine and streamline workflows, driving greater operational efficiency.

Process agent schedule change requests submitted by department leadership, ensuring timely and accurate updates to workforce scheduling systems.

Perform additional duties, special projects, and responsibilities as assigned.

Skills:

Knowledge

Real-time phone, processing, and email queue monitoring.

Call center operations, including related workflows such as processing queues and email handling—preferably within a financial services environment.

Workforce management practices, including familiarity with scheduling tools and software (experience with WFM software is a plus, especially IEX and NICE CXone).

Microsoft 365 (specifically Outlook, Word, Excel, PowerPoint, and Copilot) is required

Skills

Effectively monitoring phone, processing, and email queues within a medium-sized operations center.

Applying strong problem-solving, judgment, and critical thinking skills in dynamic operational environments.

Making sound decisions when managing competing priorities across multiple stakeholders.

Abilities

Thrive in a fast-paced environment with rapidly shifting priorities.

Maintain a high level of organization, with strong attention to detail and an emphasis on accuracy and timeliness.

Systematically organize information and follow established procedures with precision.

Quickly learn and adapt to new software applications.

Apply analytical skills, particularly in workforce forecasting and operational trend analysis.

Work independently with minimal supervision, while also collaborating effectively within a team—even under pressure or while managing multiple tasks simultaneously.

Communicate clearly and professionally, both verbally and in writing, with colleagues, leadership, and cross-functional teams.