Senior Workforce Management & AI Ops Lead

Homebase; Houston (TX); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Stock options

401(k) with match

Healthcare

PTO

Parental leave

AI tools access

Team offsites

Hybrid work option

Job summary

Homebase seeks a Senior Workforce Management Specialist to optimize intraday staffing and reporting for our Customer Experience team. You will manage real-time operations, build schedules, and analyze data to drive staffing decisions that improve service levels and efficiency.

Join a fast-paced environment where you’ll partner with CX leadership and cross-functional partners to move quickly, learn fast, and continuously improve our workforce operations using AI-driven tools.

Qualifications

• 3–5 years of Workforce Management experience in a contact center environment.
• Experience supporting real-time workforce operations, scheduling, and intraday management.
• Experience with contact center technologies and workforce management platforms.
• Strong analytical skills with experience using 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.

Responsibilities

• Monitor intraday performance and adjust staffing to meet service levels.
• Build and maintain interim schedules based on demand and priorities.
• Optimize work assignments to maximize productivity and reduce backlog.
• Monitor queue health and identify risks before they impact customers.
• Manage DEFCON escalations and communicate operational risks to leadership.
• Create dashboards that provide actionable operational insights.
• Track and improve performance metrics and identify improvement opportunities.
• Analyze workforce and customer data to guide staffing decisions.

Skills

Workforce Management

Real-time scheduling

Data-driven decision making

Cross-functional collaboration

Fast-paced environment

Builder mindset

Education

Bachelor’s degree or equivalent

Tools

Looker

SQL

Job description

Homebase seeks a Senior Workforce Management Specialist to optimize intraday staffing and reporting for our Customer Experience team. You will manage real-time operations, build schedules, and analyze data to drive staffing decisions that improve service levels and efficiency.

Join a fast-paced environment where you’ll partner with CX leadership and cross-functional partners to move quickly, learn fast, and continuously improve our workforce operations using AI-driven tools.