Senior Process Specialist – Workforce Management

About the role

The Senior Process Specialist will support the Principal Process Specialist in overseeing Workforce Management functions for a large contact‑center operation. The role ensures accurate capacity planning, schedule and absence management, access delivery, and real‑time intraday monitoring.

Key responsibilities

• Supervise a sub‑team and manage sub‑functions such as capacity and footprint execution.
• Produce and maintain staffing forecast reports and collaborate with capacity planners, recruitment, L&D and operations.
• Act as subject‑matter expert for footprint consulting and schedule/absence management, updating associate information in Calabrio Teleopti.
• Manage workload distribution, access availability and provide consultation for hybrid work and system modernization.
• Perform Mission Control duties, monitor real‑time incidents, approve high‑impact levers and serve as escalation point to senior leadership.
• Lead people development activities, including hiring recommendations, coaching and talent management.
• Coordinate with business continuity, capacity planning and staffing reporting functions.

Required profile

• Several years of experience in Workforce Management or process ownership within a contact‑center environment.
• Proven ability to lead teams, manage multiple stakeholders and drive process improvements.
• Strong analytical mindset with capacity to make real‑time decisions under pressure.
• Excellent communication skills for liaison with senior leadership.

Required skills

• Calabrio Workforce Management platform
• Teleopti scheduling system
• Mission Control real‑time monitoring tools