Senior Workforce Management Specialist

Location: Home-based remote role associated with Oak Brook, Illinois, United States; relocation is not provided

Salary: $24.90–$30.00 per hour

Company

hirify.global provides health and wealth solutions, including automatic rollover services, health savings accounts, emergency savings, and custody services, serving more than 7 million clients.

What you will do

• Monitor real-time contact center performance using CXone, IEX, and workforce management tools.
• Adjust staffing, schedules, skilling, prioritization, and volume balancing to support service-level goals.
• Coordinate staffing changes with Operations teams and vendors based on current and forecasted results.
• Prepare daily, intraday, ad hoc, and leadership performance reports.
• Administer current-week time off, overtime, and voluntary time off opportunities.
• Mentor team members and develop processes that improve department efficiency.

Requirements

• 3–5 years of call center workforce management experience.
• Prior call center experience is required.
• Proficiency with Microsoft Office and familiarity with workforce management systems.
• Strong analytical, problem-solving, organizational, communication, multitasking, and prioritization skills.
• Ability to work overtime, sit for extended periods, and work at a computer.
• Ability to occasionally lift up to 25 pounds and travel infrequently, under 10% annually.

Nice to have

• Bachelor’s degree in Business, Finance, or a related field.
• Experience learning and working with new systems.

Culture & Benefits

• Values include compassion, integrity, accountability, continuous improvement, and inclusive collaboration.
• Healthcare coverage and a 401(k) savings plan.
• Company holidays, paid time off, and parental leave.
• Employee assistance program and potential incentive or bonus opportunities.