Workforce Management Specialist

Unleashed Brands; Bedford (TX); Remote; USD 40,000 - 60,000; Full time

Job summary

Unleashed Brands is seeking a Workforce Management Specialist to join their Guest Loyalty Call Center. In this full-time, remote role, you will ensure efficient call center operations by monitoring call volume and analyzing performance metrics. If you're passionate about exceptional service and career growth, this opportunity is for you.

Benefits

Competitive Compensation

Career Growth Opportunities

Comprehensive Benefits Package

Qualifications

• One year of Workforce Management experience required.
• Proficiency in MS Office Suite and Five9 software is a plus.
• Must demonstrate excellent communication and analytical skills.

Responsibilities

• Assist in forecasting call volume and staff scheduling.
• Monitor real-time call traffic and adjust schedules as necessary.
• Analyze performance metrics and report findings to management.

Skills

Analytical skills

Communication

Interpersonal skills

Tools

Five9 Workforce Management software

MS Office Suite

Job description

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Job Title: Workforce Management Specialist

Location: Remote

Company: Sylvan Learning / Unleashed Brands

Schedule: Full-Time/ Weekend Availability Required

Join Our Team as a Workforce Management Specialist for the Guest Loyalty Call Center!

At Unleashed Brands, we’re dedicated to creating fun, engaging, and inspiring experiences for families. Our mission is to help kids learn, play, and grow. With over 1,300 locations in development and plans for further expansion, we are looking for an energetic and motivated Workforce Management Specialist to support our guest loyalty call center in delivering exceptional service!

What’s in it for You?

• Remote Work
• Competitive Compensation: Enjoy a competitive hourly rate with opportunities for bonuses based on performance.
• Career Growth: As you excel in this role, you’ll have opportunities to influence training and development initiatives, further advancing your career.
• Benefits Package: We offer a comprehensive benefits package to support you and your family.
  
  

What You’ll Do

As a Workforce Management Specialist, you will play a key role in ensuring the smooth operation of our guest loyalty call center. You will assist in monitoring call volume, scheduling staff, analyzing performance metrics, and contributing to the overall efficiency and effectiveness of our team.

Key Responsibilities

• Assist in forecasting call volume and staffing needs to ensure optimal coverage.
• Support the scheduling of agents to meet service level agreements and operational goals.
• Monitor real-time call traffic and adjust schedules as necessary to maintain service levels.
• Analyze performance metrics and report findings to management to identify trends and areas for improvement.
• Collaborate with Quality Assurance Specialists to ensure that agent performance aligns with quality standards.
• Provide support in training initiatives to enhance agent skills and service delivery.
• Contribute to a positive team environment by fostering collaboration and open communication.
• Participate in special projects and initiatives to improve workforce management processes.
  
  

Qualifications

• One year of Workforce Management experience required
• Five9 Workforce Management software experience a plus
• Strong analytical skills and attention to detail.
• Excellent communication and interpersonal skills.
• Proficiency in MS Office Suite; experience with workforce management or call center software is a plus.
• Ability to work independently and as part of a team in a fast-paced environment.
  
  

If you are passionate about providing exceptional service and eager to grow your career with us, we encourage you to apply for the Workforce Management Specialist position at Sylvan Learning!

Why Join Us?

At Unleashed Brands, we are committed to creating unforgettable experiences through innovative play. Our team is at the heart of our success, and we prioritize a well-maintained, safe, and secure work environment. Your contributions will help us continuously enhance the guest experience, and as a brand ambassador, you'll play a vital role in driving innovation within our organization.

About Unleashed Brands

Founded to curate and grow a portfolio of innovative and profitable brands that enrich children's lives, Unleashed Brands has spent the last decade building a proven platform for scaling businesses focused on family engagement. Our mission is to positively impact the lives of every child by providing fun, engaging, and inspiring experiences that help them reach their full potential. With over 350 locations currently open and plans to launch an additional 100+ units annually over the next five years, the future is bright. For more information, visit [www.unleashedbrands.com](http://www.unleashedbrands.com). Unleashed Brands is headquartered in the Dallas/Fort Worth metroplex.

Commitment To Equal Opportunity

Unleashed Brands is dedicated to fostering a diverse workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation, or any other basis protected by applicable law.

ADA Compliance

In alignment with the Americans with Disabilities Act (ADA), Unleashed Brands is committed to providing reasonable accommodations to qualified applicants and employees with disabilities during the job application or interview process, unless such accommodations would cause undue hardship.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management and Information Technology

• Industries

  Business Consulting and Services

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