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.
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