Workforce Management Specialist
US-NJ-Roseland
Attract-careers1
Req #: 98760
Type: Fulltime-Regular
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Overview: Our Sales team advocates for our products and the customers they serve. We've built a loyal customer base by selling consumers, retailers, affiliate partners, distributors and industry stakeholders on the DISH brands with authenticity. The sales department is critical to driving demand and creating strategic partnerships across the industry. Responsibilities: Candidates must be willing to participate in at least one in-person interview. This role solves the problem of service level volatility by bridging the gap between planned schedules and real-time operational reality. Through proactive monitoring and strategic staffing pivots, this specialist ensures customer wait times remain minimal even during unexpected volume spikes or system outages. By managing intraday performance with high autonomy, they protect the organization's service level agreements and overall operational efficiency. What Success Looks Like (Objectives) * Maintain consistent service level agreements by identifying and mitigating queue variances in real-time * Drive operational efficiency through the precise management of agent schedule adherence and exception tracking * Achieve department occupancy goals by dynamically reallocating resources between communication channels based on intraday demand * Enhance decision-making for leadership through the delivery of high-integrity intraday performance and absenteeism reports * Minimize downtime impact by coordinating immediate response efforts during system outages or extreme volume volatility * Optimize workforce planning workflows by utilizing AI-driven forecasting tools to anticipate and address staffing gaps before they impact the customer experience Qualifications: Core Skills and Competencies * Critical experiences managing real-time contact center environments and navigating complex WFM software ecosystems * Advanced analytical and mathematical capabilities to interpret intraday trends and translate data into actionable staffing adjustments * Exceptional professional communication skills to manage stakeholder expectations during high-pressure operational shifts * Demonstrated AI literacy, specifically in applying automated tools to refine intraday forecasting and resource optimization * Strong collaborative problem-solving skills to resolve staffing risks and system outages in a fast-paced environment * The ability to operate with high autonomy and self-motivation while managing high-profile operational priorities Minimum Requirements * Bachelor's Degree in Business, Data Analytics, or a related field (or equivalent related experience) * 2 years of experience in Workforce Management or Contact Center Operations. * Required Technical Skills: * Proficiency in WFM software (e.g., NICE IEX, Verint, or Aspect) * Advanced expertise in MS Excel and Google Suite for data interpretation * Knowledge of call center fundamentals and queue management logic * The work schedule consists of 8-hour daily shifts scheduled between 10:00 AM and 10:00 PM MDT (spanning the 10:00 AM - 7:00 PM - 1:00 PM - 10:00 PM windows). This role includes consecutive days off and requires working one day each weekend. Visa sponsorship not available for this role
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