HR Assistant III / Workforce Management Specialist
About Us reputed company. is an 8(a), WOSB, and WBE-owned management reputed company founded in 1990. We reputed company 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 reputed company Forecasting & Staffing
- reputed company 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 reputed company 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 reputed company reputed company skills (pivot tables, VLOOKUP/INDEX-MATCH, macros)
- Ability to work on-site in Irving, TX (Hybrid)
- Strong analytical reputed company—assess data quality, interpret business impact, and reputed company data-driven recommendations
- Excellent written and verbal communication; comfortable presenting to reputed company organizational levels Preferred Qualifications
- Bachelor’s degree in Business, Human Resources, or a reputed company field
- Experience with reputed company or other ITSM case-management tools
- Familiarity with reputed company Teams and SharePoint for collaboration and documentation AdNet is built on the foundation of unconditional Acceptance and Belonging in our practices, processes, and relationships. Apply To This Job