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Homebase is seeking a Workforce Management Specialist to optimize Customer Experience team operations in a hybrid Houston role. You'll manage intraday workforce operations, build and maintain schedules based on customer demand, and optimize work assignments to maximize productivity. Key responsibilities include monitoring real-time performance metrics, making staffing adjustments to meet service level goals, managing queue health, and escalating operational risks to leadership.
You'll leverage data analytics to drive decision-making, building and maintaining reporting dashboards using Looker and SQL to track key operational metrics and identify improvement opportunities. The role involves analyzing workforce and customer support data to inform staffing decisions, identifying automation opportunities, and continuously improving workforce management processes. You'll work cross-functionally with CX Leadership and other stakeholders to keep teams running smoothly while maintaining a builder's mindset focused on operational excellence.
The ideal candidate has 2+ years of workforce management experience in a contact center environment, with strong proficiency in SQL, Looker or similar BI tools, and contact center technologies/WFM platforms. You should be comfortable making fast, data-driven decisions in dynamic environments, with excellent cross-functional collaboration skills. Experience with AI tools (ChatGPT, Gemini, Claude) to improve productivity and automate workflows is valued. Homebase offers stock options, 401(k) matching, comprehensive healthcare, flexible PTO, paid parental leave, and access to paid AI tools. The hybrid model requires Monday-Thursday in-office presence in Houston.
