Workforce Management (WFM) Specialist

📋 Description

• • Workforce Management (WFM) Specialist responsible for owning the day-to-day scheduling engine that keeps the Customer Experience team running efficiently, ensuring optimal staffing to meet service level agreements as the company scales.
• • Build and publish weekly agent schedules across all CX channels, manage PTO and schedule exceptions, administer shift bids, maintain staffing plan accuracy, partner with CX Managers for real-time adjustments, track adherence and shrinkage metrics, maintain SOPs, administer WFM tools, support onboarding coordination, and maintain CX rosters and attributes.
• • Solace Corporation is a Series C healthcare startup founded in 2022, backed by top-tier venture capital firms, with a mission to cut through healthcare complexity by pairing patients with expert advocates to improve health literacy and outcomes.
• • The role offers the opportunity to build reliable workforce management processes from the ground up in a fast-growing, mission-driven environment where precision, urgency, and operational excellence are valued, enabling the specialist to develop deep expertise in WFM systems and healthcare operations while contributing directly to patient advocacy success.