LanceSoft Inc., · 15 hours ago
Workforce Management Specialist
United States
Contract
Remote
Senior Level
$30/hr - $32/hr
5+ years expLanceSoft Inc. is seeking a Workforce Management Professional 2 who will apply advanced analysis and reporting to provide strategic insights for workforce decision-making. The role involves coordinating staffing allocations, monitoring staffing levels, and making recommendations based on data analysis to meet productivity goals.
Information Technology & Services
Responsibilities
Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests
Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives
Monitors site to ensure optimal staffing levels
Facilitates real-time discussions with necessary stakeholders
Updates and Maintains Active EMP information within Aspect to ensure Employee information stays up to date – Monitors Game plan Adherence and communicates any deviation to responsible Stakeholders / Segment Owners
Administers volume contingency action plans as deemed necessary and appropriate. Based on information received from RT Analysts, Stakeholders, and/or Segment Leaders
Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data
Runs and analyzes reports with the result of making recommendations for adjusting staffing levels / Day of Forecasts to meet departmental productivity goals
Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness
Ensures that all reports originating from the department are accurate and reliable
Qualification
Required
Working knowledge of Aspect Workforce Management
Familiarity with Genesys Cloud ACD
5 + years of Workforce Management experience
Comprehensive knowledge of Microsoft Word, Excel and PowerPoint
Excellent written and oral communication skills
Strong analysis, critical thinking, and analytical problem solving skills
Ability to handle multiple tasks and deadlines with attention to detail
Company
LanceSoft Inc.,
Established in 2000, LanceSoft is a pioneer in delivering top-notch Global Workforce Solutions and IT Services to a diverse clientele.
5001-10000 employees
H1B Sponsorship
LanceSoft Inc., has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (55)
2024 (32)
2023 (23)
2022 (25)
2021 (60)
2020 (80)
Funding
Current Stage
Late StageCompany data provided by crunchbase