POSITION LOCATION: This role is 100% remote work within the United States, with no travel necessary. JOB DESCRIPTION: The Workforce Specialist plays a critical role in ensuring optimal staffing, schedule adherence, and service level performance within a high-volume contact center environment. This role partners closely with leadership and frontline teams to deliver proactive workforce planning, real-time monitoring, and analytical insights that support business objectives and customer experience goals. RESPONSIBLIITIES: Act as a key partner to contact center leadership and peers, providing proactive support and a high level of service. Develop, maintain, and improve workforce management and real‑time monitoring processes that support operational excellence. Create staffing plans that align forecasted demand with service level goals and customer expectations. Perform workforce analytics including FTE analysis, service level and capacity planning, and scenario modeling to support informed decision making. Build, manage, and adjust agent schedules on a daily, weekly, and monthly basis to ensure coverage aligns with business needs. Manage agent scheduling needs including time‑off requests, swaps, training events, leaves, and other schedule‑impacting activities. Monitor system performance and KPIs in real time, making adjustments to keep service levels and productivity on track. Manage phone splits and agent activities to support schedule adherence and balanced workloads. Use Workforce Management tools to monitor adherence, identify trends, and address variances proactively. Communicate schedule changes, staffing risks, and real‑time performance insights clearly and timely to stakeholders. Prepare and share hourly, daily, weekly, monthly, and ad‑hoc reports that provide actionable insights for leaders and business partners. Support evening operations when needed and participate in an on‑call rotation to ensure continuity of service.
Bachelor’s degree required, or four (4) additional years of relevant experience in lieu of a degree. At least three (3) years of Workforce Management experience in a 100+ seat contact center environment. A strong understanding of contact center operations, metrics, and workforce management best practices. Clear and professional verbal and written communication skills. A strong analytical mindset with the ability to translate data into practical recommendations. Experience identifying emerging trends and understanding their impact on service, staffing, and customer experience. Intermediate, hands‑on experience with contact center and workforce systems such as: Preferred: NiCE IEX, NiCE CXone, NiCE CXone Workforce Management (Webstation) Relevant: Calabrio ONE, Genesys Cloud CX, Verint, Playvox WFM, Five9, Talkdesk WFM. Strong interpersonal skills and a collaborative, team‑oriented approach.
Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is $51,000 - $63,000 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in an annual bonus plan based on company and individual performance. At Fortune Brands, we support the overall health and wellness of our associates by offering comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates’ unique needs. This includes robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits, adoption benefits, and more. We offer numerous ERGs (Employee Resource Groups) to foster a sense of belonging for all associates. Fortune Brands is built on industry-leading brands and innovation within the high-growth categories of water, outdoors and security. The Company makes innovative products for residential and commercial environments, with a growing focus on digital solutions and products that add luxury, contribute to safety and enhance sustainability. To learn more, visit our website at fbin.com . Equal Employment Opportunity Fortune Brands is an equal opportunity employer. Fortune Brands evaluates qualified applicants without regard to race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic. Reasonable Accommodations Fortune Brands is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please contact us at fbinleave.fbhs@fbin.com and let us know the nature of