Acting/Limited Service Workforce Ma...

About the Role

We are seeking an Acting/Limited Service Workforce Management Specialist at our Brownsville, TX location. In this pivotal role, you will manage and monitor call volume and staffing data to optimize operations.

Key Responsibilities:

• Analyze performance metrics (AHT, contacts per hour) and financial efficiency measurements continuously throughout the day.
• Produce accurate SWP reports covering attendance, absence, intraday, and ad hoc requirements by deadline.
• Maintain workforce management systems with daily exceptions to ensure data accuracy and timeliness regarding time-off and schedule changes.
• Plan sufficient capacity through training, individual representative development, and team meetings to support business needs.