Resource Management & Analytics, WFM
$129–$105,000 year
HybridDenver, Colorado, United States
Job Summary
Build and maintain optimized, multi-department schedules while managing time off and non-productive activities to achieve service level targets across all contact channels. Interpret automated performance signals and intraday data to make strategic staffing decisions, including queue routing changes and skill adjustments, that protect service levels and customer experience. Design, build, and continuously improve WFM automation using AI tools and scripting to scale capacity and reduce manual effort. Facilitate daily and weekly performance reviews with operations leaders to identify root causes of variance and recommend corrective actions. Participate in an on-call PagerDuty rotation to monitor and respond to real-time alerts, ensuring rapid escalation and resolution during off-hours incidents. Serve as a system administrator for WFM and routing tools, making and driving configuration changes under the guidance of admin teams. Communicate proactively with internal stakeholders and external vendors to surface staffing impacts and deliver data-driven insights. Report to the Workforce Management team with a focus on proactive thinking, AI fluency, and translating data into action grounded in industry best practices.
Required Qualifications
- 7-8+ years of contact center WFM experience spanning scheduling, intraday, operational reporting
- AI fluency: Demonstrated ability to adopt and operationalize AI tools in a WFM or contact center context
- hands-on experience building automations (alert systems, reporting pipelines, workflow integrations)
- Strong analytical and data visualization skills
- demonstrated experience building dashboards and interactive reporting tools to surface WFM insights for operations and leadership
- Demonstrated experience with WFM platforms
- a track record of quickly learning and adopting new tools and technologies
- Excellent judgment, communication, and problem-solving skills
- ability to translate complex data into clear, actionable recommendations for stakeholders at all levels
- Demonstrated leadership and accountability
- ability to set standards, influence outcomes, and drive results across a team
- Demonstrated track record of owning WFM automation or tooling initiatives end-to end
- Data analytics subject-matter expertise
- turning data into clear, actionable insights that influence stakeholder and customer decisions
- hands-on system administration/configuration of WFM and routing tools
- Familiarity with COPC, ICMI, and/or SWPP standards
- Must be able to work from the office on designated days approximately 2-3 days per week (or more depending on role)
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