The Workforce Management Specialist is responsible for the day-to-day scheduling, forecasting, and real-time performance management of our Customer Care Center (CCC) within NICE CXone. This role builds and maintains agent schedules, monitors real-time attendance and adherence, develops staffing forecasts, and tracks utilization and occupancy to ensure the center consistently meets service level goals.

This role is highly detail-oriented and lives inside our workforce management software daily, translating data into staffing decisions that keep the Customer Care Center running efficiently and our Specialists set up to succeed.

Pay & Benefits

Base Pay:

$20 an hour

Additional Benefits:

• Health Savings Account (HSA)
• Health, Dental, and Vision Insurance
• Paid Time Off
• HQ Building Perks

How You Win in This Role

Communication

• Clearly communicate schedule changes, forecasts, and adherence expectations to Team Leads and Specialists
• Translate WFM data into simple, actionable updates for leadership
• Proactively flag staffing risks before they impact service level

Development

• Help Team Leads understand how scheduling and adherence connect to team performance
• Support the growth of scheduling and forecasting knowledge across the CCC
• Continuously build expertise in NICE CXone’s WFM tools

Alignment

• Ensure staffing plans align with forecasted volume and business priorities
• Partner with Customer Care leadership to keep scheduling consistent with company goals
• Maintain a unified approach to attendance, adherence, and coverage standards

Innovation

• Identify opportunities to improve forecast accuracy and scheduling efficiency
• Recommend improvements to WFM processes as the business grows
• Fully leverage NICE CXone’s workforce management capabilities

Leading People

• Influence staffing outcomes through data, clarity, and consistency
• Support Team Leads as a trusted partner on coverage and performance
• Help build a culture of accountability around adherence and attendance

Your Role in Action

Scheduling & Staffing

• Build, maintain, and adjust agent schedules within NICE CXone to align staffing with forecasted call volume
• Manage time-off requests, shift bids, and schedule change requests in accordance with staffing needs and company policy
• Maintain accurate skill-based routing and queue configurations in coordination with the operations team

Forecasting

• Develop and refine call volume and staffing forecasts using historical data and current trends
• Support long-term capacity planning by analyzing trends in call volume, handle time, and staffing requirements

Real-Time Management & Adherence

• Monitor real-time adherence and intraday performance, flagging and addressing schedule deviations as they occur
• Track and report on key WFM metrics, including adherence, utilization, occupancy, and shrinkage
• Partner with call center leadership to identify staffing gaps, coverage risks, and opportunities to improve efficiency

Reporting & Insights

• Prepare and distribute regular reporting on attendance, adherence, and forecast accuracy to leadership
• Identify trends and recurring issues affecting service level and staffing efficiency

Process Improvement

• Identify process improvements within workforce management workflows and recommend solutions
• Support onboarding and training on WFM tools and processes as needed

What You Bring to the Table

• Strong understanding of workforce management principles, including forecasting, scheduling, adherence, utilization, and occupancy
• Ability to work independently, manage competing priorities, and meet deadlines in a fast-paced environment
• Excellent organizational skills and high attention to detail
• Strong written and verbal communication skills
• Proficiency with Microsoft Excel or similar tools for data analysis and reporting

Preferred Qualifications

• Minimum of 1 year of experience in a workforce management role within a call center or contact center environment
• Direct experience with NICE CXone or a comparable WFM/contact center platform
• Experience supporting a multi-site or multi-location call center operation
• Proficiency in Microsoft Office and Google Sheets

Alignment with Mira Values

• United – Keeps staffing and scheduling consistent and aligned across teams
• Caring – Builds schedules and coverage that set Specialists up to take care of customers
• Intentional – Uses data to make deliberate, informed staffing decisions
• Transformative – Continuously improves how the CCC forecasts, schedules, and staffs

Work Location

In person

About Mira Home - Pest Control:

At Mira Home, we are more than just a pest control company; we are a customer-focused team dedicated to peace of mind. Our mission is simple: we worry about the bugs so our customers don’t have to. We pride ourselves on a culture of independence, safety, and exceptional service. Whether you are a seasoned professional or looking for a new career path, we provide the training and tools necessary to help you succeed. Taking care of people is at the heart of everything we do, and that starts with our team. Mira Home exists to create peace of mind for your home, while nurturing a team where people grow, flourish, and become more than they thought possible.