If you love solving operational puzzles, thrive in a fast-paced environment, and enjoy turning data into action, we'd love to meet you.

These are the key ways you’ll contribute and create impact in this role:

Monitor intraday performance and make real-time staffing adjustments to ensure service level goals are achieved.

Build and maintain interim schedules based on customer demand, staffing changes, and business priorities.

Optimize work assignments across support teams to maximize productivity and reduce backlog.

Monitor queue health and proactively identify risks before they impact the customer experience.

Manage DEFCON escalations and communicate operational risks to leadership.

Build and maintain reporting dashboards that provide actionable operational insights.

Manage performance scorecards by tracking key operational metrics and identifying opportunities for improvement.

Analyze workforce and customer support data using Looker and SQL to identify trends and improve staffing decisions.

Identify opportunities to automate reporting and improve workflows using AI and modern productivity tools.

Bring a builder's mindset by continuously improving how workforce management operates at Homebase.

Workforce Management Specialist (Hybrid)

Responsibilities