WFM Specialist (Capacity, Staffing & Planning)

Position Summary

The Vendor Management team is seeking a sharp, action-oriented Workforce

Management Specialist to operate at the intersection of human judgment and AI-powered intelligence. In this environment, AI agents continuously ingest data across channels and systems—surfacing anomalies, modeling risk, generating draft recommendations, and automating routine report outputs. As a Specialist, your primary focus will be supporting Horatio in their efforts to deliver precise, accurate staffing information and schedule optimization to Flex. If you are energized by fast-moving operations, skilled in strategic capacity modeling, and motivated to drive proactive operational outcomes through close vendor partnership, this role is

built for you.

Responsibilities

● Strategic Capacity & Scheduling: Build, maintain, and refine comprehensive staffing models to project multi-channel labor requirements. Create detailed schedule heatmaps to help Horatio identify coverage gaps, shrinkage patterns, and peak volume distributions to keep Flex accurately staffed.

● Real-Time Operational Decision-Making: Monitor and respond to operational

anomalies. Review AI-surfaced variances, apply context, and partner directly with

Horatio to execute immediate re-forecasting or shift adjustments with speed and

precision.

● SLA & Overtime Ownership: Evaluate AI-generated SLA risk models projecting short-

and mid-term performance. Validate assumptions, design OT recommendation

packages, and guide Horatio in executing staffing decisions that protect Flex’s

performance targets.

● Exception & Variance Management: Manage complex exception queues and own the variance narrative. Validate AI-flagged root causes against real-time operational metrics and align with Horatio on actionable resolutions for Flex leadership.

● Automated Reporting & Context: Oversee automated report outputs from all source

systems. Ensure Horatio’s operational outputs are accurate, append critical business

context, and deliver exec-ready reporting to Flex stakeholders.

● Incident Response & Proactive Remediation: Serve as the first line of defense on emerging operational issues. Review AI-generated issue briefs, validate system anomalies, and coordinate directly with Horatio operational leads and Flex CXPO

partners during high-volume incidents.

● Peak Period Execution: Lead operational intensity during peak windows (e.g., Bill Pay

cycles). Guide Horatio through surge staffing execution, schedule heatmap adjustments, accelerated escalation timelines, and aligned response strategies.

Required Skills/Abilities

● 3+ years of Workforce Management experience in a multi-channel contact center

environment, operating at a Senior RTA or WFM Specialist level.

● Proven experience building and maintaining long-term staffing models, labor forecasting frameworks, and schedule heatmaps.

● Demonstrated track record of vendor partnership, specifically guiding and auditing

vendor partners (like Horatio) to ensure accurate reporting and staffing deliverables.

● Advanced proficiency in WFM software (e.g., Tymeshift, Zendesk WFM, Verint, or Nice) and data analysis toolkits (advanced Excel/Google Sheets; SQL skills strongly

preferred).

● Hands-on experience working alongside AI-powered automation or routing systems, with a strong ability to interpret, validate, and audit AI-generated outputs.

● Demonstrated skill in tracking AI performance indicators (containment, deflection, and recontact rates) to optimize human agent scheduling.

● Exceptional communication skills, with the ability to translate technical staffing data and heatmaps into actionable insights for both vendor partners and Flex leadership.

● High school diploma or equivalent required; practical WFM experience and

demonstrated modeling skills prioritized over formal degree requirements.