Workforce Management Specialist

Summary

Join Xometry as our first Workforce Management Specialist and build workforce discipline into our fast-growing contact center. You will ensure the right people are in the right place at the right time, balancing efficiency, employee experience, and customer satisfaction. The role requires a mix of analytical rigor and operational flexibility, working with manual tools and driving insights to help our support organization scale. You will forecast contact volume, build agent schedules, monitor real-time adherence, develop key workforce metrics, analyze performance data, and collaborate with supervisors and team leads. Success involves accurate forecasts, optimized schedules, proactive management of response gaps, and the evolution of workforce planning from manual tools to a more robust system.

Requirements

• 2+ years of experience in workforce management or capacity planning, ideally in a contact center or high-volume support environment
• Bachelor’s degree in business, operations, or a related field—or equivalent practical experience
• Experience with CRM or service platforms such as Salesforce and comfort navigating live operations dashboards
• Familiarity with concepts like Erlang modeling, occupancy optimization, and interval-level forecasting
• Strong analytical mindset with the ability to work in Excel/Google Sheets to model staffing plans
• Excellent communication and collaboration skills, with the ability to influence across functions
• Comfortable operating in a high-growth, ambiguous environment with manual tooling and evolving systems
• ��2-С1

Responsibilities

• Forecast contact volume, handle times, and staffing needs using historical data and business trends
• Build and adjust agent schedules across multiple channels (chat, phone, email) to meet service goals, while coordinating coverage during holidays and peak periods
• Monitor real-time adherence via Salesforce Omni-Channel Supervisor and take proactive steps to optimize occupancy and SLA performance
• Develop and maintain key workforce metrics such as shrinkage, occupancy, adherence, and service level, providing daily and weekly summaries to stakeholders
• Analyze performance data and recommend process improvements to elevate service delivery and agent utilization
• Collaborate with supervisors and team leads to align on resource planning and shift optimization
• Educate internal teams on workforce principles, including the impact of occupancy, abandon rate, and schedule adherence
• Partner with leadership to support continuous improvement initiatives, including manual tooling upgrades and eventual WFM platform evaluation
• Support ad hoc reporting and special projects as needed to support the contact center’s evolution

Preferred Qualifications

• Forecasts consistently align within ±5% of actual volume
• Optimized agent schedules balance service needs and team preferences
• Real-time response gaps are proactively managed with minimal impact on customers
• Stakeholders rely on your insights to inform operational decisions and hiring plans
• Workforce planning evolves from manual tools to a more robust systemized approach under your leadership

Benefits

• Remote
• USA holidays