Senior Workforce Management Specialist

Houston. Posted a month ago

The role

You will manage intraday operations and optimize staffing for the Customer Experience team. You will use data and reporting to improve workforce efficiency and service level goals.

What you will do

Monitor intraday performance and make real-time staffing adjustments
Build and maintain interim schedules based on demand and business priorities
Optimize work assignments across support teams
Monitor queue health and identify risks
Manage DEFCON escalations and communicate risks to leadership
Build and maintain reporting dashboards
Manage performance scorecards by tracking key operational metrics
Analyze workforce and customer support data using Looker and SQL
Identify opportunities to automate reporting and workflows using AI

Required 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)
Excellent communication and cross-functional collaboration skills

Nice to have

Experience using AI tools (such as ChatGPT, Gemini, Claude, or similar) to improve productivity, automate workflows, analyze data, or increase operational efficiency
Curiosity to experiment with new AI-powered tools

Benefits

Stock options
401(k) with 4% match
Medical, dental, and vision coverage
FSA options
Flexible PTO
Company holidays
Designated focus periods
Access to paid AI tools
Up to 12 weeks of paid parental leave (after 6 months of service)
Life insurance
Short/long-term disability coverage
Work From Anywhere Month

Before you apply

Participate in a Talent Assessment
Meet with a panel of Cross-Functional Partners in the Houston or Denver Office
Background Check

About the company

Homebase is an app for hourly teams that provides tools for scheduling, time clocks, payroll, communication, and HR. Over 150,000 small businesses use the platform to simplify day-to-day operations.