Workforce Management Specialist
An aerospace client is looking for a Workforce Management Specialist to own agent scheduling for phone, chat, case, and non-phone work, monitor key performance indicators, and partner with leadership to ensure optimal staffing levels
Location: Irving, TX 75063 (Onsite)
Position: Workforce Management Specialist
Pay Rate: $34.65/hr. on W2 (DOE)
Duration: 12 months or longer
Schedule: 9×80 B
*** Ability to work on-site in Irving, TX.***
Overview:
A proactive Workforce Management Specialist to join our client’s 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 boost 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 evolve our processes.
- Independent Execution
- Work autonomously with minimal supervision while delivering high-quality results.
Basic Qualifications:
• US Citizenship is required.
• High School Diploma or equivalent
• 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.
- 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.
About our client:
Our client is a world leader and premier innovator in aerospace, with over 100,000 top talent employees providing the most advanced products and technologies in the industry. With numerous awards and recognitions, they offer continuous growth, learning, and development for their employees.
About APR:
Since 1980 APR Consulting, Inc. has provided professional recruiting and contingent workforce solutions to a diverse mix of clients, industries, and skill sets nationwide.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
Don’t miss out on this amazing opportunity! If you feel your experience is the match for this position please apply today and join our team. We look forward to working with you!
#SLA
APR Consulting, Inc., is one of the most trusted talent acquisition and workforce solutions providers in the United States. Known for exceptional responsiveness, agile strategies, and consistently high-level talent, the firm has become a go-to for organizations and managed services providers navigating complex change and urgent challenges. Since its founding in 1980, APR has transformed from a California IT-focused staffing firm to a full-service solutions provider filling a wide range of positions and serving over eight industries — including aerospace and defense, healthcare, IT, telecom, hospitality/gaming, sports/entertainment, government, and utilities –– in all 50 states, with a loyal roster of more than 850 specialized professionals.