Workforce Management Specialist

Responsibilities

• Build, maintain, and adjust agent schedules within NICE CXone to align staffing with forecasted call volume
• Manage time-off requests, shift bids, and schedule change requests
• Develop and refine call volume and staffing forecasts using historical data
• Monitor real-time adherence and intraday performance, flagging schedule deviations
• Track and report on key WFM metrics including adherence, utilization, occupancy, and shrinkage
• Prepare regular reporting on attendance and forecast accuracy for leadership

Requirements

• Strong understanding of workforce management principles (forecasting, scheduling, adherence, utilization, occupancy)
• Ability to work independently and manage competing priorities in a fast-paced environment
• Excellent organizational skills and high attention to detail
• Strong written and verbal communication skills
• Proficiency with Microsoft Excel or similar data analysis tools

Preferred Qualifications

• Minimum of 1 year of experience in a workforce management role within a call center environment
• Direct experience with NICE CXone or a comparable WFM platform
• Experience supporting multi-site call center operations
• Proficiency in Microsoft Office and Google Sheets

Benefits

• Health Savings Account (HSA)
• Health, Dental, and Vision Insurance
• Paid Time Off
• HQ Building Perks

About the Company

Mira Home is a customer-focused pest control company dedicated to providing peace of mind through exceptional service and a culture of independence and safety.