Workforce Management Specialist (hybrid)

System One; Vienna (VA); Hybrid; USD 65,000 - 90,000; Full time

Job summary

System One is seeking a Workforce Management Specialist to support staffing, scheduling, and time tracking across Vienna, VA and Pensacola, FL. This multiyear contract role is hybrid with standard daytime hours.

You will create and modify schedules in the WFM system, monitor adherence in real time, handle onboarding and training, maintain SOPs, and collaborate with cross‑functional teams to ensure policy compliance and operational efficiency.

Qualifications

• Familiarity with workforce management processes and systems.
• Exposure to workforce management environment.
• Ability to manage multiple priorities independently and/or in a team.
• Ability to work independently and in a team.
• Basic organizational and time management skills.
• Excellent attention to detail and deadlines.
• Strong verbal and written communication skills.

Responsibilities

• Create and modify schedules using WFM software.
• Monitor real-time schedule adherence and resolve issues with management.
• Update staff schedules with current information (meals, breaks, shifts).
• Assist in coordinating staff availability to meet WFM goals.
• Document SOPs and reports from scheduling software.
• Recommend process changes to improve efficiency.
• Maintain communication with other units to remediate errors.
• Evaluate staffing needs and post open positions.
• Maintain staffing data in multiple databases.
• Track attendance and work tickets in the WFM system.
• Train new hires on workforce management systems.
• Perform other duties as assigned.

Skills

Workforce management

Scheduling expertise

Time management

Communication

Team collaboration

Tools

Verint scheduling software

CMS

Job description

Job Title: Workforce Management Specialist

Location: Hybrid reporting to Vienna, VA or Pensacola, FL

Shift (Time): 8:00am - 4:30pm (local time)

Pay Rate: Open to Both C2C and W2 options

Position Type: Multiyear Contract

To provide operational support for Workforce Management functions. Initiate staffing requests, update schedules, and track, document, and support management to ensure employees' time is being recorded properly in the Workforce management system. Perform new hire onboarding and training and other related administrative responsibilities. Perform basic workforce management functions under close supervision.

Responsibilities

• Create and modify schedules using WFM software
• Monitor staffing schedule adherence real time to ensure performance is within pre-set parameters; work with management to resolve schedule adherence issues
• Update staff schedules with up-to-date information, e.g., meal, break, and shift changes; technical problems, etc.
• Assist in the coordination and appropriate allocation and availability of staff in order to achieve optimum WFM goals
• Document and maintain SOP and reference tools/reports from scheduling software and other sources
• Recommend procedural and operational guideline changes to improve operational efficiency
• Maintain effective communication with other business units and support teams to remediate errors and assist with implementation of corrective actions related to non-compliance with policies
• Evaluate departmental staffing needs, post open positions, and process department changes based on business needs
• Maintain contact center, branch, collections specific abandon percentages by adjusting staff
• Review staff requests for PTO, OT, leave and/or L&D workshops that are not processed automatically and approve or decline within guidelines
• Maintain staffing data in multiple databases
• Track and update correspondence data
• Initiate requests for promotions, separations, and permanent schedule changes
• Track and update attendance and work ticket requests in the Workforce Software system
• Conduct training of workforce management systems with new hires, setting up profiles, logins, and voicemail
• Perform other duties as assigned

Qualifications

• Familiarity with workforce management processes, resource planning, and various workforce management systems (e.g., Verint scheduling software, CMS)
• Exposure to workforce management environment
• Exposure to in managing multiple priorities independently and/or in a team environment to achieve goals
• Ability to work independently and in a team environment
• Desired - Familiarity with the organization's functions, philosophy, operations and organizational objectives
• Basic skill maintaining accuracy with attention to detail and meeting deadlines
• Basic organizational, planning and time management skills
• Basic skill communicating with all levels within an organization
• Basic skill exercising initiative and using good judgment to make sound decisions
• Basic skill research, analytical, and problem solving skills
• Basic verbal and written communication skills