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Workforce Management Specialist

Coppell, TX | Temp

Post Date: 01/16/2018 Job ID: 85562 Specialties: Mgmt/Professional

CornerStone Staffing has partnered with a well known Mortgage Servicing Company in the Coppell area. This is a long term opportunity that could possibly extend into a temp to hire opportunity!

Job Title: Workforce Management Specialist

Location: Coppell, Texas

Pay: $16.00/hr

Schedule: Monday - Friday

Job Description:

  • Manage all activities and initiatives related to the effective implementation and ongoing usage of the Workforce System data.

  • Provide direction to the Workforce Analysts, that ensures associates have the right skill set for the call type, and oversee associate schedules

  • Make decisions in a fast paced real time environment affecting the department s break and lunch schedules based on actual volumes and available resources.

  • Establishes allowable PTO balances for each team, and adjusts as necessary while analyzing real-time call and chat volumes compared to other shrinkage parameters.

  • Provides direction to Workforce Analysts for time off requests for agents, and assesses occurrences for all absences and tardies.

  • Determines monthly bonus payouts for agents and supervisors based on pre-established measures.

  • Work with key business partners to conduct root cause analysis on technical issues impacting Call Center performance and communicate findings and resolution to Training and Call Center Operations teams.

  • Interpret and analyze business requirements and design and implement appropriate solutions.

  • Manage the Contact Center Help Desk (1st Line of support), troubleshoot call routing application and system related issues with team members and partners; recommend and implement solutions; interface with IT on issues requiring that department s involvement on trouble resolution.


  • Bachelor's degree or equivalent combination of education and experience

  • 4 or more years of directly related experience

  • Project Management skills (planning, follow-up and escalation, tracking)

  • Strong written and verbal communication skills

  • Ability to provide leadership for Workforce analysts within the organization

  • Excellent analytical skills

  • Ability to present detailed information effectively to executives, groups and individuals

  • Excellent MS Office skills (Excel, Word, Access, Outlook, MS Project and Powerpoint)

  • Expert with contact center systems including IEX, Cisco, and data-warehousing tools

  • Organizational skills

  • Ability to create, generate and interpret reports

Application Process Includes:

  • Drug testing

  • Background check

  • Clerical testing

To Apply for this Job:

For immediate consideration please email resume to with subject line "Workforce Management Specialist".

Please click the Apply Online button at the top of this page, then:

  • If you are currently registered with CornerStone Staffing, click the I have a username and password and want to log in button to add yourself as a candidate to this job.

  • If your are NOT currently registered with CornerStone Staffing, click the I need to register button to complete the application.

After completing the Online Application, we conduct walk-in interviews, on Monday - Thursday promptly at 9am:

CornerStone Staffing Las Colinas

5525 N. MacArthur Blvd, #155

Irving, TX 75038

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