Workforce Management Specialist

Job Description:

DPP is seeking a Workforce Management Specialist for an opportunity with our client in the Defense & Space Manufacturing industry.

Work location: Onsite in Irving, TX
Schedule: 9x80 B
Duration: 12 months
Term: W2 position
Work authorization: US Citizen

Position summary:

The Workforce Management Specialist will join an HR Service Center team in Irving, Texas.
In this role you will own agent scheduling for phone, chat, case, and nonphone work, monitor key performance indicators, and partner with leadership to ensure optimal staffing levels.
The ideal candidate is datadriven, skilled at translating analytics into action, and comfortable handling a high volume of schedule change requests.

Key responsibilities:

Scheduling & Allocation
- Design and maintain daily schedules for phone, chat, case, and offphone assignments.
- Collaborate with stakeholders to capture staffing needs and balance workload.
RealTime Monitoring
- Track agent adherence and productivity in real time; flag deviations promptly.
Schedule Maintenance
- Process timeoff requests, schedule adjustments, and exception handling efficiently.
Forecasting & Staffing
- Lead forecast meetings with leadership, presenting databacked staffing recommendations to meet servicefactor targets.
Reporting & Analytics
- Build and refresh dashboards and reports on scheduling trends, KPIs, and service performance.
Process Improvement
- Recommend and implement procedural changes to boost communication and operational efficiency.
- Configure workforcemanagement tools to capture accurate agent productivity metrics.
BestPractice Leadership
- Stay current on WFM trends and apply industry best practices to evolve our processes.
Independent Execution
- Work autonomously with minimal supervision while delivering highquality results.

Basic qualifications:

3–5 years of workforce management or scheduling experience in a contactcenter environment.
Proficiency with AWS Connect or comparable cloudbased contactcenter platforms.
Advanced Microsoft Excel skills (pivot tables, VLOOKUP/INDEXMATCH, macros).
Ability to work onsite in Irving, TX.
Strong analytical mindset—assess data quality, interpret business impact, and make datadriven recommendations.
Excellent written and verbal communication; comfortable presenting to all organizational levels.

Preferred qualifications:

Bachelor’s degree in Business, Human Resources, or a related field.
Experience with ServiceNow or other ITSM casemanagement tools.
Familiarity with Microsoft Teams and SharePoint for collaboration and documentation.

Client insights:
Building a future where millions of people can live and work in space for the benefit of Earth. Join a team that contributes to developing systems that will help humanity extend its reach into space.

Interested? Learn more:
Click the apply button or contact our recruiter Jason at Jason.Slabaughdppit.com to learn more about this position (26-00427).

US Citizen: Open to US Citizens only. EOE/AA/V/D

DPP offers a range of compensation and benefits packages to our employees and their eligible dependents. Call today to learn more about working with DPP.

Job Ident #: 26-00427

Company Details

DP Professionals

3741 Landmark Drive
Suite 200
Columbia, South Carolina 29204 USA
www.dppit.com/

DPP® specializes in placing highly qualified information technology professionals in both contingent and direct hire opportunities in private industries such as healthcare, insurance, banking, utilities, energy, manufacturing, federal and state government...

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Job Info

Location

Irving, Texas, United States

Type

Permanent

Company Details

DP Professionals

3741 Landmark Drive
Suite 200
Columbia, South Carolina 29204 USA
www.dppit.com/