Work Arrangement: Work from home
Department: Workforce Management
Position Summary
The WFM Enablement Specialist ensures the reliability, scalability, and continuous improvement of workforce optimization and contact center platforms. This role administers WFO systems, builds and maintains automations and integrations, delivers tool-driven insights, and partners with Operations, IT, Compliance, and vendors to translate business needs into stable, compliant, and efficient technical solutions.
Key Responsibilities
- WFO Platform Administration
- Optimize WFO systems and modules (scheduling, intraday, adherence, forecasting).
- Maintain release and change control, coordinate patching, upgrades, and vendor roadmaps.
- Automation and Integrations
- Design, build, test, deploy, and maintain automations and ETL processes that reduce manual effort and eliminate error prone tasks.
- Help Create and sustain API integrations between WFO tools, ACD, platforms.
- Monitor automation jobs, alert on failures, and implement resiliency and rollback procedures.
- Enablement, Support, and Documentation
- Serve as first-line escalation for complex tool incidents
- Provide training, runbooks, and workshops to increase adoption and correct usage.
- Produce and maintain technical documentation, runbooks, release notes, and configuration baselines
- Data Integrity and Reporting
- Ensure data synchronization and integrity across WFO, ACD, CRM, and reporting systems.
- Build dashboards and ad hoc reports that surface scheduling risk, adherence issues, automation impact, and dialer performance.
- Perform periodic audits of system settings, forecasting inputs, and dialer compliance configurations.
- Governance and Continuous Improvement
- Participate in intake and prioritization for tool enhancements and automation requests.
- Define and measure tool SLAs, automation ROI, and operational KPIs.
- Recommend and implement continuous improvement initiatives to increase accuracy, speed, and cost efficiency.
Required Qualifications and Experience
- Advanced English level both spoken and written. Interested candidates must submit their resume in English.
- 3 to 5 years hands-on experience administering workforce optimization or contact center platforms (NICE, Verint, Calabrio, Genesys, Five9, or equivalent).
- 2 to 4 years experience developing automations or integrations using RPA tools, scripting languages, or ETL frameworks (examples Python, SQL, UiPath, Automation Anywhere, or native platform APIs). Or proven current role
- Strong knowledge of ACD, CRM systems, and typical contact center data flows.
- Proven experience with outbound dialer configuration and regulatory/compliance considerations.
- Solid analytical skills and experience building operational dashboards and ad hoc reports using BI tools (Power BI) or SQL-based reporting.
- Excellent troubleshooting skills and experience with incident management and root cause analysis.
- Strong written and verbal communication skills to translate technical details to non-technical stakeholders.
Preferred Qualifications
- Bachelor’s degree in Computer Science, Information Systems, Data Analytics, or related field.
- Experience with cloud APIs, middleware, and Bots for automation deployments.
- Familiarity with workforce planning models, Erlang, or simulation-based staffing tools.
- Previous role in a COE, shared-services, or multi-site contact center environment.
- Certifications in relevant tools or technologies (UiPath, NICE, Genesys, AWS, SQL/BI certifications).
The Opportunity
This is a highly analytical, globally connected role that ensures Support Services Group operates efficiently across every site and seating model. The Global Seat Planning Manager will be at the center of transforming seat capacity from static planning to a dynamic governance process—turning data into action, improving utilization, and driving cost-effective growth.
Company Description:
Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.