Amazon Web Services (AWS), Analysis Skills, Best Practices, CASE (Computer-Aided Software Engineering), Case Management, Change Requests/Orders, Cloud Computing, Data Analysis, Data Quality, Documentation, Error Handling, Executive Recruiting, Forecasting, Human Resources, IT Service Management (ITSM), Kronos Workforce Scheduler, Leadership, Management Consulting, Metrics, Microsoft Excel, Microsoft Product Family, Microsoft SharePoint, Operational Communications, Operational Improvement, Operational Strategy, Performance Analysis, Performance Metrics, Pivot Tables, Presentation/Verbal Skills, Procedure Implementation, Process Improvement, ServiceNow, Staff Requirements, United States Citizen, Vlookups, Workforce Management, Writing Skills
About Us:
AdNet/AccountNet, Inc. is an 8(a), WOSB, and WBE-owned management consulting firm founded in 1990. We blend the best in people with the ongoing demands of the workplace by providing high-quality staffing and executive search services.
HR Assistant III- Workforce Management Specialist
Location: Irving, TX (Hybrid)
Schedule: Monday–Friday, 40 hours per week
Experience: 2–5 years
Employment Type: Contract-to-Hire (No guarantees)
Work Authorization: Must be a U.S. Citizen
Job Description:
Our client is looking for a proactive Workforce Management Specialist to join their HR Service Center team. In this role, you will own agent scheduling for phone, chat, case, and non-phone work, monitor key performance indicators, and partner with leadership to ensure optimal staffing levels. The ideal candidate is data-driven, skilled at translating analytics into action, and comfortable handling a high volume of schedule change requests.
Responsibilities
Scheduling & Allocation
- Design and maintain daily schedules for phone, chat, case, and off-phone assignments
- Collaborate with stakeholders to capture staffing needs and balance workload
Real-Time Monitoring
- Track agent adherence and productivity in real time; flag deviations promptly
Schedule Maintenance
- Process time-off requests, schedule adjustments, and exception handling efficiently
Forecasting & Staffing
- Lead forecast meetings with leadership, presenting data-backed staffing recommendations to meet service-factor targets
Reporting & Analytics
- Build and refresh dashboards and reports on scheduling trends, KPIs, and service performance
Process Improvement
- Recommend and implement procedural changes to improve communication and operational efficiency
- Configure workforce-management tools to capture accurate agent productivity metrics
Best-Practice Leadership
- Stay current on WFM trends and apply industry best practices to improve processes
Independent Execution
- Work autonomously with minimal supervision while delivering high-quality results
Basic Qualifications:
- 3–5 years of workforce management or scheduling experience in a contact-center environment
- Proficiency with AWS Connect or comparable cloud-based contact-center platforms
- Advanced Microsoft Excel skills (pivot tables, VLOOKUP/INDEX-MATCH, macros)
- Ability to work on-site in Irving, TX (Hybrid)
- Strong analytical mindset—assess data quality, interpret business impact, and make data-driven recommendations
- Excellent written and verbal communication; comfortable presenting to all organizational levels
Preferred Qualifications:
- Bachelor's degree in Business, Human Resources, or a related field
- Experience with ServiceNow or other ITSM case-management tools
- Familiarity with Microsoft Teams and SharePoint for collaboration and documentation
AdNet is built on the foundation of unconditional Acceptance and Belonging in our practices, processes, and relationships.