What are the responsibilities and job description for the Workforce Specialist position at CornerStone Staffing?
CornerStone Staffing has partnered with a customer with a call center in the North Dallas area. Our client is seeking at Workforce Specialist to optimize staffing levels and ensure that they are properly staffed to handle call volume.
Job Title: Workforce Specialist
Location: North Dallas, TX - Moving to Frisco, TX in March 2025
Shift : Sun - Thu 2pm - 10pm
Pay: $21-22/hr
Length : Approximately 6 months
Job Description:
The Workforce Specialist is responsible for optimizing staffing levels and ensuring the Call Center is properly staffed to handle all call volume.
This role requires a strong understanding of workforce planning, forecasting, and real-time management to support multi-department contact center operations.
Key Responsibilities:
- Monitored call center trends, identifying potential downtime and telephony issues to optimize efficiency
- Collaborated with Operations and Systems teams to report and resolve downtime or telephony issues in real time
- Conducted real-time monitoring of agents to ensure adherence to schedules, escalating concerns as necessary
- Managed time-off requests, schedule swaps, and trades while handling exception management within the scheduling system
- Assessed business needs during low call volume to allocate resources effectively or determine if voluntary time off could be offered
Requirements:
- Must have experience in workforce management, scheduling, or call center operations
- Proficiency in Excel and other Windows-based programs (Word, PowerPoint, etc.) with the ability to organize and analyze data effectively
- High School Diploma or GED
Application Process Includes:
- Drug testing
- Background check
Salary : $21 - $22
