Position Summary
The Workforce Support Specialist is responsible for managing agent schedules, ensuring compliance with adherence, and attendance standards across multiple teams, including Las Vegas (LAS) and Guadalajara (GDL). This role is critical in balancing staffing levels with forecasted demand while actively tracking agent compliance using various systems. In addition to schedule planning, the position supports adherence tracking, coaching, schedule coordination, and weekend coverage plans. The Workforce Scheduling and Adherence Analyst collaborates closely with other members of the Workforce team and serves as a backup and support resource for the Workforce Coordinator and Workforce Support Specialist.
- Salary Grade: $24,000 - $27,000 Salary + potential to make up to $4,000+ monthly bonus.
- Position Type: Salaried position – This is a full-time position. Not a remote job, this is an in-office job only.
- Expected Hours of Work: Must be available to work any day & time of the week. Must be able to work long shifts based on department needs. Schedule is determined by needs of the business and department.
- Reports to: Workforce Manager
Essential Functions
- Create, maintain, and adjust agent schedules based on forecasted call volume, staffing requirements, and agent availability.
- Manage schedule changes, swap requests, and vacation/time-off approvals for both LAS and GDL teams.
- Support real-time monitoring of agent adherence and collaborate with the Real-Time Analyst as needed.
- Track and update adherence exceptions and ensure timely schedule adjustments for accurate reporting.
- Coordinate with the Training Department to schedule agent training sessions and maintain updates in Outlook and Genesys.
- Schedule coaching and 1-2-1 sessions in Genesys based on supervisor requests.
- Prepare and communicate the Weekend and Holiday Game Plan to ensure service coverage for weekends.
- Add new agents into the WFM system and ensure profiles, queues, and schedules are correctly configured.
- Maintain and update SOPs related to scheduling, adherence, and operational processes.
- Communicate with leadership and supervisors on scheduling and adherence impacts.
- Ensure all tasks are completed in compliance with company policies and labor regulations.
- Serve as a backup for various Workforce functions, including Real-Time and Operations Analysis.
- Ensure alignment with company policies, procedures, and operational standards.
- All other tasks as assigned by management.
Other Duties
This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.
Required Education and Experience
- Bilingual (English – Spanish) required
- At least 2 years of experience in Workforce or a scheduling/adherence support role.
- Strong attention to detail with the ability to track and follow up on multiple tasks.
- Able to work with data and reporting tools.
- Basic knowledge of Microsoft Office applications (Word, Excel, Outlook).
- Strong written and verbal communication skills.
- Ability to work independently and manage time effectively under pressure.
- Good judgment and discretion when handling sensitive or confidential information.
- Must be able to type at least 30 words per minute.
Preferred Education and Experience
Familiarity with Genesys Cloud, Paycom, or other workforce management systems.