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Our client, a leading insurance/warranty provider located in northeast Austin, is seeking a Workforce Management Specialist to support their Claims team in optimizing staffing and operational efficiency. This individual will be responsible for managing workforce systems, building forecasts, analyzing employee performance metrics, and ensuring appropriate staffing levels to meet business demands. They will partner closely with leadership to provide data-driven recommendations and improve workforce processes through reporting and analytics. The work environment is collaborative but requires strong independence and ownership of responsibilities. This is a hybrid, 3 month contract to hire role working standard 8:00 AM – 5:00 PM hours. The hybrid days will be Monday and Friday. This role pays up to 68K once permanent.
Job Responsibilities:
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Monitor real-time staffing levels and make intraday adjustments to meet service goals
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Maintain and audit employee schedules, time-off requests, and changes within WFM systems
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Analyze staffing, scheduling, and productivity trends to drive operational improvements
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Build forecasts and projections to support workforce planning
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Prepare and analyze employee performance metrics (attendance, productivity, quality)
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Generate reporting for leadership and provide data-driven recommendations
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Support implementation and enhancement of WFM tools and processes
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Partner with Claims leadership, training, and QA teams to align staffing with business needs
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Conduct ad hoc workforce analysis and reporting
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Assist with capacity planning and future hiring projections
Qualifications:
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2-4+ years of Workforce Management experience required
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Experience in a call center or contact center environment
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Strong hands-on experience with WFM systems (NICE inContact highly preferred)
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Advanced Excel skills (pivot tables, VLOOKUP, data analysis)
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Understanding of call center metrics (Service Level, AHT, Occupancy, Adherence)
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Experience working with large datasets and building forecasts
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Exposure to HRIS systems and workforce reporting tools
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Strong analytical, organizational, and communication skills
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Experience with BI tools (Power BI or similar) is a plus
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Ability to work independently and function as a self-starter
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