Workforce Solutions Specialist RTA - ORT
Confirmed on the employer's own hiring board on Nov 12, 2026. First seen by Alion on Nov 12, 2026. Cloudstaff scores B on the Alion truth index.
Workforce Solutions Specialist
The Workforce Solutions team contributes to the client's mission of empowering people with creative ideas to succeed by enabling the Customer Operations Team to provide exceptional around-the-clock support. Ensuring that Advisors are in the right place to provide the right information at the right time is key to the client's success.
The Workforce Solutions Specialist, as an expert in real-time workforce support, is integral to the team’s success. As an individual contributor on the Workforce Solutions team, you will be responsible for effectively scheduling our global resources, managing the intra-day volume workload and resources on a real-time basis, and processing our Service Desk tickets. You’ll also provide subject matter expertise for Assembled tools and software, as client continues to scale.
You will report to the Real-Time Analyst Team Lead.
- Actively monitors Intra-Day forecasted workloads versus actual volumes and resulting service levels on real-time basis with responsibility to reallocate available skilled resources across channels
- Monitors and reports the attendance for all agent scheduled to work, recording exceptions or absences in Assembled, inputting the current day’s schedule exceptions, and forwarding information to the Team Leads as appropriate
- Liaising with the BPO Ops Team to ensure coverage during on shift hours
- Identifies potential causal factors contributing to increased workload such as increased volume and/or AHT and seeks input from Advisors, Team Leads, and other Support Teams in an effort to identify root causes and bring the workload into alignment with the forecasts
- Processing Service Desk tickets and schedule change requests; approve/deny schedule change requests/off queue activities based on staffing impacts and WFS guidelines
- Processing vacation/holiday scheduling based on defined guidelines and direction from WFS and CO Leadership - coordinating with BBPO partners to ensure coverage
- Monitors real-time schedule adherence and works with the front-line Operations team to resolve adherence issues and ensure staffing to requirements. Notifies supervisory personnel of any unusual or excessive non-productive time by members of their team
- Generates ad-hoc reports as necessary when requested by CO (via Service Desk) or WFS Leadership
- Coordinates with the BPO partner on training and coverage requests
Qualifications
- Familiarity with WFM systems, Assembled preferred, but equivalent will work
- Analytic mindset and ability to analyze/interpret operational data and draw conclusions that lead to staffing/operational decisions and recommendations
- Ability to articulate business needs/requirements to the front-line workforce/operations management and negotiate solutions with regards to scheduling/staffing issues
- Proficient in Excel / Google Sheets
- Demonstrate the ability to navigate ambiguity and to proactively devise creative solutions in a collaborative environment
- Excellent verbal and written communication skills with a positive attitude and ability to build solid working relationships with stakeholders at various levels within the Organization
- Previous experience with managing BPO personnel, aligning on coverage needs and managing ad hoc changes
Perks and benefits
Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
Flexible leave credits which may be used for vacation, emergency and sick leaves
Superb and exciting Mid-Year Parties - with items to give away and cash prizes!
Endless opportunities for career advancement
Exclusive ATM inside the office for employee's convenience
We set you up for success with a company-provided PC/Laptop and fiber internet connection
Look forward to weekly office perks for work from office staff - Free Coffee, Meals and Beer Fridays!
Top notch workplace with first class VIP lounge and game rooms
Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance
Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
International career growth and connections
Unlimited cash incentives for hired referrals
Mental Wellness Employee Assistance program through Lifeworks
In-house psychiatrist available to support employees' well-being
Become part of the Employee Share Units program
Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc