Workforce Management Associate

Workforce Management Associate

Location: Fayetteville, NC

Type: Full Time

The Workforce Management (WFM) Associate is responsible for supporting workforce planning, scheduling, forecasting, and real-time operations to ensure optimal staffing levels and service performance. This role analyzes workforce data, monitors operational trends, and collaborates with business leaders to improve productivity, employee utilization, and customer experience. The Workforce Management Associate helps ensure staffing resources are aligned with business demand while maintaining service level objectives and operational efficiency.

Responsibilities

• Develop and maintain employee schedules based on forecasted workload and business requirements.
• Monitor real-time staffing levels and operational performance, making adjustments as needed to meet service targets.
• Analyze historical data and operational trends to support forecasting and capacity planning activities.
• Track key workforce management metrics, including service levels, occupancy, adherence, productivity, and staffing utilization.
• Generate and distribute workforce management reports and performance dashboards.
• Partner with operations leaders to identify staffing gaps, scheduling challenges, and process improvement opportunities.
• Manage schedule changes, time-off requests, shift swaps, and workforce exceptions in accordance with company policies.
• Ensure employee schedule adherence and communicate performance trends to management teams.
• Support workforce planning initiatives for seasonal demand, business growth, and special projects.
• Maintain accurate workforce management data within scheduling and workforce management systems.
• Assist with workforce-related audits, compliance requirements, and reporting activities.

Eligibility Requirements

Required Qualifications

• Bachelor's degree in Business Administration, Operations Management, Human Resources, Mathematics, Statistics, or a related field, or equivalent work experience.
• 1-3 years of experience in workforce management, scheduling, operations support, contact center operations, or business analysis.

Preferred Qualifications

• Experience in contact center, customer service, operations, or shared services environments.
• Knowledge of forecasting methodologies and capacity planning principles.
• Understanding of workforce management best practices and key performance indicators.
• Experience supporting large, distributed, or remote workforces.