Strategic Contact Center Workforce Management Specialist

Hawthorne Gardening Co.; United States; Remote; USD 55,000 - 64,000; Full time

Benefits offered by this job

Health benefits

401(k) match

Stock purchase plan

Wellness reimbursement

Fertility assistance

Paid time off

Job summary

Hawthorne Gardening Co. is seeking a Workforce Management Specialist to monitor real-time agent performance, optimize staffing, and forecast workload to meet SLAs. You will collaborate with Operations and IT to implement system improvements and ensure efficient center operations.

The role emphasizes analytical precision, cross-functional coordination, and proactive communication to balance business goals with employee satisfaction. Experience with WFM tools and charts is preferred.

Qualifications

• 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 cross-functional teams and operational processes.

Responsibilities

• Monitor agent availability and performance in real time and adjust schedules for coverage and SLA adherence.
• Manage staffing plans and skill sets based on daily performance data.
• Forecast volume and build long-range capacity models for hiring and budgets.

Skills

Real-time monitoring

Forecasting

Staffing optimization

KPI tracking

Excel

Tools

IEX

Verint

Salesforce

SAP

Job description

Hawthorne Gardening Co. is seeking a Workforce Management Specialist to monitor real-time agent performance, optimize staffing, and forecast workload to meet SLAs. You will collaborate with Operations and IT to implement system improvements and ensure efficient center operations.

The role emphasizes analytical precision, cross-functional coordination, and proactive communication to balance business goals with employee satisfaction. Experience with WFM tools and charts is preferred.