Workforce Management (WFM) Optimization Contractor
Contract Duration: 6-8 Weeks Location: Remote (with virtual collaboration) Opportunity Overview Texas811 is seeking an experienced Workforce Management (WFM) professional for a short-term contract engagement focused on assessing, optimizing, and enhancing contact center workforce management operations. The selected contractor will evaluate current processes, reporting, workforce planning practices, technology utilization, and team capabilities while identifying and implementing practical improvements during the engagement. The objective is to improve operational efficiency, reduce manual effort, increase reporting automation, optimize workforce planning effectiveness, and maximize utilization of existing technologies and tools.
Key Responsibilities
Assess forecasting, scheduling, capacity planning, and intraday management processes. Review workforce management reporting, analytics, and operational workflows. Evaluate utilization of existing contact center, workforce management, reporting, and productivity platforms. Review skills-based routing strategies, queue structures, and agent skill profiles to identify optimization opportunities. Identify and implement process improvements, workflow automation, and reporting enhancements. Recommend practical uses of Microsoft Copilot and Microsoft 365 tools to improve efficiency. Assess Workforce Management team capabilities and recommend training and development opportunities. Develop a prioritized roadmap for future workforce management and operational improvements. Desired Qualifications Demonstrated experience in Contact Center Workforce Management. Expertise in forecasting, scheduling, staffing, and capacity planning. Experience optimizing contact center and workforce management technologies. Knowledge of skills-based routing, queue management, and operational performance improvement. Experience with reporting, analytics, dashboard development, and automation. Familiarity with Microsoft Copilot and Microsoft 365 productivity solutions. Strong process improvement, collaboration, and change management skills. What Success Looks Like By the end of the engagement, Texas811 expects to achieve measurable operational efficiencies, increased automation, improved utilization of existing technologies, actionable recommendations for future improvements, and a roadmap for continued Workforce Management maturity and effectiveness.
How to Apply
Interested candidates should submit a resume and a brief summary of relevant experience. Qualified candidates will be provided with a detailed RFP outlining the full scope of work, deliverables, and proposal requirements. Application Deadline This requisition will close on Tuesday, October 6th at 12pm CT.