CS Workforce Specialist II

Location: Hybrid position based at either Pittston, Pennsylvania, or Louisville, Kentucky

Company

hirify.global operates an e-commerce retail business and pet pharmacy in the United States.

What you will do

• Monitor queues and performance in real time, making intraday staffing adjustments to improve resource efficiency and achieve service-level goals.
• Supervise queues, schedule staffing, plan seating capacity, and communicate overtime and time-off needs.
• Produce daily, weekly, monthly, and annual call-volume forecasts for a multi-site operation.
• Generate, evaluate, and update staffing schedules in workforce management systems.
• Track operational metrics, compare results with forecasts, and prepare performance reports for leadership.
• Partner with Pharmacy Operations, Workforce Management, Capacity Planning, Human Resources, and Operations Leadership.

Requirements

• At least 1 year of workforce management experience, specifically in real-time management and/or scheduling.
• Experience in a multi-department or multi-site contact center environment.
• Strong ability to manipulate data and create reports, visualizations, and presentations from scratch.
• Excellent knowledge of Excel and other Windows-based programs, including Word and PowerPoint.
• Understanding of contact center operations across phone, email, chat, back-office work items, and social media support.

Nice to have

• Working knowledge of WFM platforms such as NICE IEX, Calabrio, or Verint, including real-time adherence functionality.

Culture & Benefits

• Climate-controlled work environment.
• Employee discount program at hirify.global.
• Team-building events and company-sponsored luncheons.
• Career growth and promotion opportunities.
• Insurance eligibility beginning on the first day of the month.
• Safety, health, and culture are prioritized across hirify.global Pharmacy roles and locations.