Workforce Management Specialist

* Build and maintain short- and long-term agent schedules aligned to forecasted workload, service level goals, and compensation budgets* Proactively adjust schedules in response to volume trends, vacation requests, and real-time operational needs* Perform what-if scenario analysis to model the impact of staffing changes, workload shifts, and service level trade-offs* Forecast call volumes and staffing requirements using historical trends, business inputs, and seasonal patterns* Deliver daily, weekly, and monthly performance reporting including SLA, AHT, abandonment, occupancy, and agent-level stats* Analyze performance variances, surface trends, and translate data into clear, actionable recommendations for leadership* Serve as SME and administrator for the contact center platform — managing IVR configuration, call flows, queue priorities, skills, and holiday programming. NICE CXone experience is a strong asset* Troubleshoot contact center system issues and liaise with Corporate IT to r...