Job Description
TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers compensation insurance.
TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If you're passionate about innovation and making an impact on the large SMB market, come join us as we power our clients business success with extraordinary HR.
Don't meet every single requirement Studies have shown that many potential applicants discourage themselves from applying to jobs unless they meet every single requirement. TriNet always strives to hire the most qualified candidate for a particular role, ensuring we deliver outstanding results for our small and medium-size customers. So if you're excited about this role but your past experience doesn't align perfectly with every single qualification in the job description, nobody's perfect – and we encourage you to apply. You may just be the right candidate for this or other roles.
Job Summary
The Workforce Management Specialist is responsible for real-time monitoring, intraday management, and workforce control activities to ensure service level adherence and optimal resource utilization across contact center operations. The role works closely with Operations, Quality, Training, and Leadership teams.
Key Responsibilities
- Monitor real-time volumes, AHT, staffing, and shrinkage against forecast.
- Track agent adherence and attendance exceptions.
- Manage call-outs and intraday schedule changes in WFM systems such as NICE
- Ensure compliance with overtime, shift, and leave policies.
- Execute real-time schedule adjustments for meetings, training, and off-phone tasks.
- Support agent schedule change requests balancing business needs.
- Prepare intraday and daily performance reports.
- Communicate risks, variances, and action plans to stakeholders.
Required For All Jobs
- Performs other duties as assigned
- Complies with all policies and standards
Qualifications
Education
- Bachelor's degree in human resources, Business Administration, Information Systems, or related field (required)
- Equivalent combination of education and experience in workforce management will be considered
Experience
- 1 to 4 years of Workforce Management experience in a contact center environment
- Experience in using NICE or any WFM tool (Preferred)
Skills & Competencies
- Strong Analytical skills
- Attention to detail
- Excel, Power BI proficiency
- Strong communication skills
- Ability to work in a fast-paced environment
Preferred Skills
- Exposure to Forecasting
- Capacity Planning
- Power BI and Presentation
- Global Operations Support
Work Environment
- Work in a clean, pleasant, and comfortable office work setting. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable persons with disabilities to perform the essential functions.
- This position is 100% in office.
Please Note: TriNet reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.
TriNet is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, colour, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. Any applicant with a mental or physical disability who requires an accommodation during the application process should contact [Confidential Information] to request such an accommodation.
