Senior Real-Time Workforce Lead

Homebase; Denver (CO); Hybrid; USD 84,000 - 99,000; Full time

Benefits offered by this job

Stock options

401(k) with match

Medical, dental, and vision insurance

Paid time off

Job summary

Homebase is seeking a Senior Workforce Management Specialist to optimize intraday operations and staffing for exceptional customer experiences. You’ll partner with CX leadership and cross-functional teams to drive performance and actionable insights.

You’ll monitor metrics, build interim schedules, and implement AI-driven productivity improvements in a fast-paced environment, with a focus on continuous improvement and collaboration.

Qualifications

• : 3-5 years of Workforce Management experience in a contact center.
• Experience supporting real-time workforce operations, scheduling, and intraday management.
• Experience with contact center technologies and workforce management platforms.
• Strong analytical skills with SQL and Looker (or similar BI tools).
• Comfortable making fast, data-driven decisions in a dynamic environment.
• Excellent communication and cross-functional collaboration skills.
• Builder mentality with a bias toward action and continuous improvement.
• Experience using AI tools to improve productivity, automate workflows, analyze data, or increase operational efficiency.
• Curiosity to experiment with new AI-powered tools and continuously improve the way work gets done.

Responsibilities

• Monitor intraday performance and make real-time staffing adjustments to ensure service level goals are achieved.
• Build and maintain interim schedules based on customer demand, staffing changes, and business priorities.
• Optimize work assignments across support teams to maximize productivity and reduce backlog.
• Monitor queue health and proactively identify risks before they impact the customer experience.
• Manage DEFCON escalations and communicate operational risks to leadership.
• Build and maintain reporting dashboards that provide actionable operational insights.
• Manage performance scorecards by tracking key operational metrics and identifying opportunities for improvement.
• Analyze workforce and customer support data using Looker and SQL to identify trends and improve staffing decisions.
• Identify opportunities to automate reporting and improve workflows using AI and modern productivity tools.
• Bring a builder's mindset by continuously improving how workforce management operates at Homebase.

Skills

SQL

Looker

Analytical skills

Communication

Cross-functional collaboration

AI tools

Decision making

Tools

Workforce management platforms

Job description

Homebase is seeking a Senior Workforce Management Specialist to optimize intraday operations and staffing for exceptional customer experiences. You’ll partner with CX leadership and cross-functional teams to drive performance and actionable insights.

You’ll monitor metrics, build interim schedules, and implement AI-driven productivity improvements in a fast-paced environment, with a focus on continuous improvement and collaboration.