HR Assistant III / Workforce Management Specialist
About the position AdNet/AccountNet, Inc. is an 8(a), WOSB, and WBE-owned management consulting firm founded in 1990. We blend the best in people with the ongoing demands of the workplace by providing high-quality staffing and executive search services. 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
- Design and maintain daily schedules for phone, chat, case, and off-phone assignments
- Collaborate with stakeholders to capture staffing needs and balance workload
- Track agent adherence and productivity in real time; flag deviations promptly
- Process time-off requests, schedule adjustments, and exception handling efficiently
- Lead forecast meetings with leadership, presenting data-backed staffing recommendations to meet service-factor targets
- Build and refresh dashboards and reports on scheduling trends, KPIs, and service performance
- Recommend and implement procedural changes to improve communication and operational efficiency
- Configure workforce-management tools to capture accurate agent productivity metrics
- Stay current on WFM trends and apply industry best practices to improve processes
- Work autonomously with minimal supervision while delivering high-quality results
Requirements
- 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 Microsoft Excel skills (pivot tables, VLOOKUP/INDEX-MATCH, macros)
- Ability to work on-site in Irving, TX (Hybrid)
- Strong analytical mindset—assess data quality, interpret business impact, and make data-driven recommendations
- Excellent written and verbal communication; comfortable presenting to all organizational levels
- Must be a U.S. Citizen
Nice-to-haves
- Bachelor’s degree in Business, Human Resources, or a related field
- Experience with ServiceNow or other ITSM case-management tools
- Familiarity with Microsoft Teams and SharePoint for collaboration and documentation
Benefits
- AdNet is built on the foundation of unconditional Acceptance and Belonging in our practices, processes, and relationships.
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