Specialist, Operational Workforce Management

Role Purpose

The Workforce Reporting Specialist is responsible for gathering, analyzing, and reporting workforce-related data to support operational efficiency and strategic decision-making. This role ensures accurate and timely delivery of workforce reports, payroll, and employee list to leadership team, support groups, and operations teams. The specialist will collaborate with multiple stakeholders to identify reporting needs, maintain data integrity, and recommend insights that improve workforce planning and performance.

Key Accountabilities

• Collect, analyze, and validate workforce and operational data from various systems (Genesys Cloud, SKPI, etc.).
• Develop and maintain standardized and ad hoc reports, scorecards/dashboards, and metrics.
• Ensure accuracy, consistency, and timeliness of workforce reporting.
• Provide insights and recommendations based on data trends to support WF planning, Scheduling, and performance management.
• Partner with different support groups and Operations to understand reporting requirements and deliver actionable data.
• Automate recurring reports where possible to improve efficiency.
• Monitor KPIs such as headcount, attrition, absenteeism, scheduling adherence, productivity, and utilization.
• Maintain documentation of reporting processes and provide training to end-users on data tools when needed.
• Support compliance and audit requirements by preparing workforce-related data reports as required.

Key Skills & Experiences

Education

High School diploma or Associate Degree in Business Administration or an equivalent combination of education and work-related experience.

Experience

1 to 3 years of business experience in Call Center and/or workforce management environment systems, terminology and processes. Genesys or WFM System experience preferred

Technical Skills and Knowledge

• Excellent team working skills.
• Strong verbal and written communication and customer service skills with internal/external customers, supervisors, peers and management for the purpose of obtaining and conveying information, as well as producing reports and internal memorandums.
• Demonstrated computer skills with an emphasis in spreadsheet and document creation.
• Strong ability to design clear and impactful reports, charts, and dashboards.
• Demonstrated knowledge or ability to learn workforce management system used to schedule and track call center agent activities.
• Basic analysis skills and experience with problem solving – Ability to identify a problem, analyze the issues, trending, and be able to make a sound business decision.
• Maintain a high level of knowledge pertaining to policy and procedure and communicate knowledge effectively to all personnel when applicable.
• Basic trouble shooting knowledge to help WFH agents.