Workforce Specialist
Job Description:
The Workforce Specialist is accountable for scheduling, real time adherence, forecasting and analysis, reporting, shift bids, and assisting Operations in managing agent staffing based on client requirements.
Job Specifications:
Monitor attendance and generate attendance reports;
- Work with Management Team to effectively coordinate all off phone activities such as but not limited to team meetings, trainings and coaching;
- Escalate relevant information on performance to Management and maintain proper documentation;
- Assist all departments and accounts in staffing and scheduling;
- Plot schedules on the Workforce Management System (WMS) and update in a timely manner;
- Approve/deny overtime and undertime request;
- Review leave of absence application, track absenteeism, check shift swap and monitor voluntary time off;
- Verify and process disputes;
- Identify and resolve attendance concerns;
- Update head count from time to time; and
- Perform other duties as assigned.