HR Workforce Management Specialist

HR Workforce Management Specialist

Job ID: 218145
📍 Location: Irving, TX (On-site)
🕒 Employment Type: Full-Time
About the Role

PDS Defense is seeking a proactive and data-driven HR Workforce Management Specialist to join our HR Service Center team. In this role, you will own agent scheduling across phone, chat, case, and off-phone workstreams while ensuring optimal staffing levels to meet service targets.

The ideal candidate thrives in a fast-paced environment, is highly analytical, and excels at translating data into actionable workforce strategies.
Key Responsibilities
Scheduling & Allocation

• Design and maintain daily schedules for phone, chat, case, and off-phone assignments
• Partner with stakeholders to capture staffing needs and balance workload effectively

Real-Time Monitoring

• Monitor agent adherence and productivity in real time
• Identify, escalate, and resolve schedule or performance deviations

Schedule Maintenance

• Process time-off requests, schedule adjustments, and exceptions efficiently
• Ensure scheduling data accuracy and timely updates

Forecasting & Staffing

• Lead forecasting discussions with leadership
• Provide data-driven staffing recommendations to meet service-level targets

Reporting & Analytics

• Build, maintain, and analyze dashboards related to KPIs, service levels, and scheduling trends
• Provide actionable insights to improve performance and efficiency

Process Improvement

• Recommend and implement process enhancements to improve communication and operations
• Configure and optimize workforce management tools for accurate productivity tracking

Best Practices & Execution

• Stay current on workforce management trends and industry best practices
• Work independently with minimal supervision while maintaining high-quality output

Basic Qualifications

• 3-5 years of workforce management or scheduling experience in a contact center environment
• Experience with AWS Connect or similar cloud-based contact center platforms
• Advanced Microsoft Excel skills (PivotTables, VLOOKUP/INDEX-MATCH, macros)
• Strong analytical and problem-solving skills with a data-driven approach
• Excellent written and verbal communication skills; comfortable presenting insights
• Ability to work on-site in Irving, TX

Preferred Qualifications

• Bachelor's degree in Business, Human Resources, or a related field
• Experience with ServiceNow or other ITSM/case management tools
• Familiarity with Microsoft Teams and SharePoint

Benefits offered to vary by the contract. Depending on your temporary assignment, benefits may include direct deposit, free career counseling services, 401(k), select paid holidays, short-term disability insurance, skills training, employee referral bonus, affordable medical coverage plan, and DailyPay (in some locations). For a full description of benefits available to you, be sure to talk with your recruiter.

Military connected talent encouraged to apply.

VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit http://www.tadpgs.com/candidate-privacy/ or https://pdsdefense.com/candidate-privacy/

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance