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The Workforce Management Professional 2 applies and integrates advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision-making (e.g., staffing, learning and development, talent management, diversity and human resource compliance). The Workforce Management Professional 2 work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action.

The Workforce Management Professional 2 assesses organizational staffing and inventory demands, identifying requirements and solutions to meet operational objectives. You will provide analysis at the segment level, connecting workforce planning with inventory performance and resource distribution. You will understand department, segment, and organizational strategy and how inventory management influences productivity, service levels, and cost efficiency. You will make decisions regarding their work methods—sometimes in ambiguous situations—with minimal direction, while adhering to established guidelines and procedures.

Key Responsibilities

• Maintain and analyze multi‑team forecasts and schedules, aligning staffing needs with inventory volume trends, demand patterns, and workflow requirements.

• Lead daily customer‑facing calls focused on forecast reviews, operational updates, inventory‑related insights, and issue resolution for the Resolutions Team.

• Train and guide business leaders on Workforce Management tools, emphasizing visibility into inventory queues, volumes, and backlog drivers to support improved decision‑making.

• Collaborate within the WFM team to ensure operational objectives, inventory targets, and throughput expectations are progressing and executed effectively.

• Partner with cross‑functional support teams to evaluate how initiatives or process changes impact staffing, workflow distribution, and inventory management outcomes.

• Create and maintain files using Microsoft tools including Excel, PowerPoint, OneDrive, Forms, Word, and Outlook to support workforce and inventory analysis.

• Manage and resolve exception tickets such as troubleshooting WFO issues, setting up profiles, entering overtime, and addressing discrepancies impacting inventory routing or workflow accuracy.

• Monitor real‑time inventory across multiple queues and systems, alerting Operations when resource redistribution or workload balancing is needed to mitigate aging or backlog risks.

• Demonstrate strong customer focus by leading high‑level conversations, communicating inventory impacts, and following through on commitments.

• Collaborate effectively by engaging team members to support higher‑level inventory and operational goals requested by internal and external stakeholders.

• Take initiative by understanding current inventory state, identifying risks or improvement opportunities, and proactively recommending or taking action without being directed.

• Work hours for this role will occur during weekdays (Monday – Friday 10:30 a.m. - 7:00 p.m.) in addition to availability for weekend rotation support subject to business needs.

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Required Qualifications

• 2 years or more of Workforce Management experience, specifically in real-time or inventory management

• Customer-facing experience and proven ability to lead conversations with various levels of leadership, including ability to effectively manage difficult situations and successfully interact with difficult customers

• Ability to provide guidance, instruction and direction to team members to successfully deliver on plans and projects

• Comprehensive knowledge of Microsoft products including but not limited to Excel, PowerPoint, OneDrive, SharePoint, and Word

• Demonstrated ability to articulate ideas effectively in both written and oral forms

• Strong analysis, critical thinking, and analytical problem-solving skills

• Ability to handle multiple tasks and deadlines with attention to detail

• Knowledge of Aspect WFM platform

Preferred Qualifications

• Knowledge or experience with Back-Office (Non-Phones) based teams

Additional Information

• This is a remote position.

• Work hours for this role will occur during weekdays (Monday – Friday 10:30 a.m. - 7:00 p.m.) in addition to availability for weekend rotation support subject to business needs.

Work At Home / Internet Information:

To ensure Home or Hybrid Home/Office