Specialist, Workforce Management

Hawthorne Gardening Co.; Ohio; On-site; USD 36,000 - 42,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Holidays

Vacation and sick time

Job summary

Scotts Miracle-Gro is seeking a Workforce Management Specialist to monitor real-time contact center performance, forecast volume, and optimize schedules. You will partner with internal teams and external vendors (e.g., NICE) to align on operational needs and ensure service levels.

The role emphasizes accuracy in staffing, data analysis, and process improvements, with a focus on balancing efficiency and employee satisfaction in a dynamic environment.

Qualifications

• Experience in workforce management or contact center operations.
• Proficiency with real-time performance monitoring tools.
• Strong Excel and reporting capabilities.

Responsibilities

• Monitor agent availability and performance in real time to ensure coverage.
• Identify coverage gaps and optimize resource allocation.
• Manage staffing plans and agent skill sets.
• Ensure correct skill routing and workload distribution.
• Review past volume trends to predict future workload.
• Develop long-range capacity models for hiring pipelines, training, and budget allocations.
• Collaborate with internal teams and external vendors to align on needs.
• Manage the day-to-day operation of Consumer Services mail and related tasks.
• Maintain records, print checks/letters, and coordinate digital fulfillment.
• Support testing and validation of IT rollouts and system changes.

Skills

Real-time monitoring

WFM tools

Excel reporting

Cross-functional collaboration

Fraud risk awareness

Communication skills

Tools

IEX

Verint

Salesforce

SAP

Job description

Here at Scotts Miracle-Gro there is no such thing as a typical day. Our culture is constantly energized by new and exciting growth opportunities and at a rapid pace. Below are details on an open job. If the role interests you and you would like to be considered we encourage you to apply! The hourly rate pay for this position at Scotts will generally fall between $26.20 - 30.80 per hour and is paid weekly. Scotts will consider various factors in determining the actual pay including your skills, qualifications, experience, and geographical location.

Job Title: Specialist, Workforce Management

Overview:

The ideal candidate is responsible for real-time monitoring and optimization of contact center performance, staffing levels, and agent activity. This role plays a critical part in ensuring adequate coverage across contact channels while maintaining key performance indicators (KPIs). Additionally, the WFM Specialist contributes to our operational efficiency and staffing alignment by forecasting volume and building strategic schedules to ensure we meet our service level agreements (SLAs). With a strong eye for detail and a proactive approach, this position supports system initiatives in collaboration with internal and external partners while balancing analytical expertise with strong communication skills to support both business goals and employee satisfaction.

In this role you will:

• Monitor agent availability and performance in real time, adjusting schedules and assignments as needed to ensure coverage and achieve service levels.
• Identify potential coverage gaps and act quickly to optimize resource allocation.
• Manage and adjust staffing plans and agent skill sets based on operational needs and daily performance data.
• Ensure correct skill routing and workload distribution to maintain efficiency and effectiveness.
• Review past volume trends, handle times, and seasonality to predict future workload and staffing requirements.
• Develop long-range capacity models to inform hiring pipelines, training schedules, and budget allocations, partnering with marketing, product, or sales teams to anticipate volume spikes driven by promotions, billing cycles, or product launches.
• Participate in meetings with internal teams (Operations, Training, Knowledge) and external vendors (e.g., NICE) to align on operational needs and ensure seamless service delivery, assisting with insight on product implementations for future enhancements.
• Manage the day-to-day operation of incoming and outgoing Consumer Services mail, including returned mail, parts shipments, replacements, and document routing.
• Maintain accurate records, handle printing of checks and letters, coordinate digital fulfillment tasks, and ensure materials are processed efficiently and sent accurately.
• Contribute to testing and validation of IT rollouts or system changes impacting Consumer Services, providing feedback to improve performance and functionality.

The perfect person will have:

• Previous experience in workforce management, contact center operations, or fraud prevention.
• Strong familiarity with real-time performance monitoring tools and contact center systems.
• Proficiency with WFM tools (e.g., IEX, Verint, or similar).
• Experience supporting operational processes and collaborating across cross-functional teams.
• High attention to detail and organizational accuracy, particularly in handling financial data and fraud risk assessments.
• Strong Excel and reporting capabilities.
• Clear and effective communication skills with a collaborative and solutions-oriented mindset.
• The ability to multitask in a dynamic contact center environment.
• Basic project and testing support experience for system rollouts.

Some other nice to haves:

• Experience with knowledge management or content updates.
• Familiarity with Salesforce, SAP, or other CRM/ERP platforms.

What we do for you (just to name a few cool ones):

• Medical, dental, vision, life insurance, holidays, vacation and sick time benefits available within a month of your start date
• Healthcare navigation, advocacy and support
• 401(k) company match up to 7.5% with immediate participation and vesting
• Ability to purchase company stock at a 15% discounted price from market value
• $600 annual wellness reimbursement program
• Up to $30,000 to help cover the cost of fertility treatments, adoption or surrogacy
• Up to 18 weeks of time away to support your growing family
• * Eligibility for the above benefits may vary based on full-time/part-time status or additional factors.

Scotts is an EEO Employer, dedicated to a culturally diverse, drug free workplace. EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity