What are the responsibilities and job description for the Operations Workforce Specialist position at Focus People?
Job Title: Operations Workforce Specialist
Location: Atlanta, GA
Job Type: Temporary/Contract
Estimated Duration: Long-term contract
Hourly Pay Rate: $21.00 per hour
Work Schedule: 7:00 AM - 3:00 PM (1-hour lunch)
Hybrid Work Model: In-office Tuesday, Wednesday, and Thursday; work from home Monday and Friday
Job Overview:
The Operations Workforce Specialist plays a critical role in ensuring optimal staffing for Customer Service Center (CSC) contact channels. This individual will manage employee scheduling requests, collaborate with Training and Quality Assurance teams, and analyze staffing data to enhance efficiency. The role requires strategic workforce planning, real-time schedule monitoring, and reporting insights to leadership. The Operations Workforce Specialist reports directly to the Quality Assurance & Training Manager.
Key Responsibilities:Workforce Planning & Resource Allocation
- Determine staffing requirements and allocate resources to meet service level goals.
- Manage real-time staff reallocation across contact queues to maintain service levels.
- Produce short-term staffing forecasts and update daily schedules as needed.
- Monitor call, chat, and back-office work queues and adjust resources accordingly.
- Optimize staff schedules, including breaks, training, and lunch periods, to maximize efficiency.
- Identify and implement scheduling improvements, including shift rotations and operational hours.
- Recommend overtime or voluntary time-off strategies based on business needs.
Reporting & Data Analysis
- Prepare daily, weekly, monthly, and executive-level workforce reports.
- Analyze call center metrics and identify trends to drive operational improvements.
- Create data visualizations, charts, and reports to support workforce strategies.
- Track and analyze absenteeism trends and schedule adherence.
- Provide staffing data for budget planning and operational forecasting.
Collaboration & Strategic Insights
- Lead regular check-ins with CSC leadership to review workforce performance.
- Provide recommendations to senior leadership for workforce optimization.
- Maintain and manage call-out line, manually updating schedules as needed.
- Participate in staffing schedule calibrations with leadership teams.
- Communicate clearly with management regarding workforce needs and changes.
Customer Service & Communication
- Ensure a high-quality, customer-focused approach to all workforce-related interactions.
- Provide clear and accurate information to employees regarding scheduling.
- Anticipate and resolve potential scheduling conflicts in a professional manner.
Professional Development & Knowledge Management
- Stay updated on industry trends and best practices in workforce planning.
- Attend training programs and conferences to enhance professional skills.
- Share relevant knowledge and updates with team members and management.
- Continuously seek opportunities to improve workforce management processes.
Top Qualifications & Requirements:
- Familiarity with Workforce Planning Processes – Experience in workforce scheduling, forecasting, and optimization.
- Ability to Identify and Report Trends – Strong analytical skills to track performance metrics and recommend improvements.
- Effective Communication Skills – Ability to clearly communicate with employees and leadership, both verbally and digitally.
If you have experience in workforce management and are looking for an opportunity to contribute to an efficient and well-structured operations team, we encourage you to apply for this role. Join our client in making a meaningful impact on customer service excellence!
#LP1
Job Types: Full-time, Contract, Temporary
Pay: $21.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Application Question(s):
- Are you okay with making $21.00 an hour?
Experience:
- Workforce development: 2 years (Required)
- Operations: 2 years (Required)
Ability to Commute:
- Atlanta, GA 30303 (Required)
Ability to Relocate:
- Atlanta, GA 30303: Relocate before starting work (Required)
Work Location: In person
Salary : $21
