We’re looking for a dedicated Workforce Management Specialist to take charge of agent scheduling, time-off management, and overtime coordination through Amazon Connect. In this role, you’ll be the go-to person for managing all workforce-related tasks and ensuring smooth operations while maintaining a balanced, efficient schedule for our team. You’ll work closely with supervisors, directors, and HR to keep everything running smoothly and keep our agents happy and engaged. Responsibilities: Manage Agent Schedules • You’ll be responsible for creating and optimizing agent schedules to meet business needs. This means balancing shifts based on forecasts, making adjustments as needed, and ensuring we have the right coverage during peak times while avoiding overstaffing. You'll work with managers to make sure the schedules comply with all labor regulations. Handle Time-Off Requests • You’ll oversee the entire time-off request process, making sure it runs smoothly. This involves managing requests through Amazon Connect, approving or rejecting them based on preset rules, and stepping in to make exceptions when needed. You’ll ensure that we maintain adequate staffing while giving agents fair and consistent time off. Oversee Overtime, Voluntary Time Off (VTO), and Paid Time Off (PTO) • You’ll manage overtime slots, ensuring they’re aligned with operational demands and distributed fairly. You’ll also handle VTO, allowing agents to take time off when business is slow without using their paid time off, helping to manage costs while maintaining coverage. For PTO, you’ll oversee the allocation and approval process, ensuring agents are able to take their vacation and personal days while keeping staffing levels adequate. Your goal will be to balance company needs with employee well-being, ensuring the right resources are in place to meet demand while providing agents with flexible time off options. Track and Report Performance • You’ll analyze trends related to scheduling, time off, and overtime. Your insights will help improve efficiency and productivity. You’ll report key metrics to the Director of Operations, helping guide decisions on workforce planning. Drive Process Improvement • You’ll regularly assess our scheduling, time-off, and overtime processes, always looking for ways to make things better. You’ll work closely with HR, supervisors, and directors to implement best practices and train team members on any updates or changes. Support Agents • You’ll be the first point of contact for agents who have questions or issues about their schedules, time off, or overtime. You’ll guide them on using the system and help resolve any concerns quickly and efficiently. Qualifications: • A bachelor’s degree in Business, HR, or a related field (or equivalent work experience) • 2-3 years of experience in workforce management, preferably in a contact center environment • Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment • Experience with Amazon Connect or similar workforce management software • Excellent communication skills and the ability to collaborate across teams • An analytical mindset with a knack for turning data into actionable insights Compensation: $25 - $28 hourly

• Manage Agent Schedules • You’ll be responsible for creating and optimizing agent schedules to meet business needs. This means balancing shifts based on forecasts, making adjustments as needed, and ensuring we have the right coverage during peak times while avoiding overstaffing. You'll work with managers to make sure the schedules comply with all labor regulations.Handle Time-Off Requests • You’ll oversee the entire time-off request process, making sure it runs smoothly. This involves managing requests through Amazon Connect, approving or rejecting them based on preset rules, and stepping in to make exceptions when needed. You’ll ensure that we maintain adequate staffing while giving agents fair and consistent time off.Oversee Overtime, Voluntary Time Off (VTO), and Paid Time Off (PTO) • You’ll manage overtime slots, ensuring they’re aligned with operational demands and distributed fairly. You’ll also handle VTO, allowing agents to take time off when business is slow without using their paid time off, helping to manage costs while maintaining coverage. For PTO, you’ll oversee the allocation and approval process, ensuring agents are able to take their vacation and personal days while keeping staffing levels adequate. Your goal will be to balance company needs with employee well-being, ensuring the right resources are in place to meet demand while providing agents with flexible time off options.Track and Report Performance • You’ll analyze trends related to scheduling, time off, and overtime. Your insights will help improve efficiency and productivity. You’ll report key metrics to the Director of Operations, helping guide decisions on workforce planning.Drive Process Improvement • You’ll regularly assess our scheduling, time-off, and overtime processes, always looking for ways to make things better. You’ll work closely with HR, supervisors, and directors to implement best practices and train team members on any updates or changes.Support Agents • You’ll be the first point of contact for agents who have questions or issues about their schedules, time off, or overtime. You’ll guide them on using the system and help resolve any concerns quickly and efficiently.