Workforce Management Specialist

About Remote

Remote is solving global remote organizations’ biggest challenge: employing anyone anywhere compliantly. We make it possible for businesses big and small to employ a global team by handling global payroll, benefits, taxes, and compliance. Check out remote.com/how-it-works to learn more or if you’re interested in adding to the mission, scroll down to apply now.

Not only do we encourage folks from all ethnic groups, genders, sexuality, age, abilities, disability status and any other under-represented group to apply, but we prioritize a sense of belonging. We have 4 ERGs (Women, Disability, Queer, Minorities in Tech) who meet regularly with the People team. During your interviews and beyond, we ask & encourage anybody who needs an accommodation to request one from their recruiter.

At Remote, we embrace AI as a valuable tool while prioritizing human creativity and authenticity. We look forward to meeting candidates who balance innovation with genuine expertise and experience. To learn more about Remote's AI guidelines check see here. 

All of our positions are fully remote. You do not have to relocate to join us!

What this job can offer you

• The Workforce Management Specialist plays a critical role in ensuring the efficient and effective operation of support teams.
• Their primary responsibility is focused on scheduling and real-time optimisation to meet service level agreements (SLAs) and operational goals.
• Additionally, the successful candidate will be required to assist in workload forecasting based on business needs, leveraging historical data and current trends to support accurate staffing plans.

What you bring

• Proven experience in workforce management, including real-time monitoring, scheduling, and forecasting in a multi-department or multi-site environment.
• Strong analytical and problem-solving skills, with the ability to interpret and act on data insights.
• Experience with workforce management tools/software (e.g., NICE, Teleopti, Assembled, or similar) is preferred.
• Proven ability to manage time-sensitive, high-pressure situations effectively.
• Strong written and verbal communication skills, with the ability to communicate complex information clearly to stakeholders at all levels.
• Fluency in English is required.
• Experience working in a remote or distributed team is a plus.
• A proactive approach to process improvements and a willingness to stay updated on industry best practices.

Key Responsibilities 

• Create and maintain agent schedules that align with forecasted workload, operational requirements, and employee preferences, ensuring compliance with labour laws and company policies.
• Monitor real-time data, including ticket volumes, live messaging queues, and agent availability, to ensure optimal coverage and adherence to SLAs.
• Proactively address staffing gaps or workload fluctuations by reallocating resources or making adjustments to assignments.
• Track and report on schedule adherence, attendance, and productivity metrics.
• Identify and escalate real-time issues (e.g., volume surges, system outages) to appropriate stakeholders and execute contingency plans as needed.
• Recommend and implement process improvements or automation opportunities to enhance workforce management efficiency.
• Assist in the development of accurate short-term and long-term workload forecasts by analysing historical data, current trends, and external factors.
• Collaborate with stakeholders to translate forecasts into actionable staffing plans and schedules.
• Generate and share detailed reports on team performance, operational efficiency, and adherence to KPIs.
• Identify trends, bottlenecks, and areas for improvement using data insights and collaborate with teams to implement solutions.

Practicals

• You'll report to: Senior Director of CX Business Operations 
• Team: Customer Experience - Business Operations Improvement
• Location: For this position we welcome everyone to apply, but we will prioritize applications from the following locations as we encourage our teams to diversify: EMEA
• Start date: As soon as possible

Remote Compensation Philosophy

Remote's Total Rewards philosophy is to ensure fa