WFM Specialist (Capacity, Staffing & Planning) (SDQ)

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.