Workforce Management Specialist (WFM)

Who We Are

Sirius Support is a fully-remote outsourcing organization that provides customer support across a variety of technology and customer service functions. Our founders have 40 years of combined experience building and leading teams in various fields across various industries and domains.

Our Culture

We create and build human connections through technology. We encourage work-life balance for our part-time- and full-time employees. We are a fun remote family that encourages diversity, inclusivity, and respect. Communication and teamwork are important to us because we rely on each other individually and collectively as one large happy family to produce top-notch results.
What makes our employees happy is a caring remote environment with regular employee engagement and development. We are competitive and strive to live by our success mantra: Define, Measure, Analyze, Improve, Control, and Repeat

What We Offer

It is an opportunity to work at one of the few truly global, truly remote work organizations, and to learn from highly-skilled people with a focus on developing our employees through coaching and mentoring.
•Exposure to multi-disciplinary areas and hands-on experience with a variety of work
•Daily and weekly team and group meetings
•Regular coaching sessions to help you learn and improve
•Clear feedback so you always know where you stand

Who You Are

If you resonate with what you have read so far, this is who we are looking for:
You believe in enjoying what you do for work and you are good at your job. You are a committed, adaptable, technology savvy, and self-motivated individual with a good sense of humor. You enjoy working in a fast-paced and people-centric environment that drives high performance and positive behaviors. You enjoy learning as well as sharing knowledge and teaching others. You are proactive and take the initiative for continuous improvements.

Key Responsibilities

•Forecast contact volume across all channels using historical data and trend analysis
•Create and optimize agent schedules to meet service level agreements and business objectives
•Monitor real-time adherence and make intraday adjustments as needed
•Analyze staffing requirements and provide recommendations for hiring or resource allocation
•Generate capacity planning reports and communicate staffing needs to Operations team
•Track and report on schedule adherence, utilization, and occupancy metrics
•Collaborate with Training team to schedule new hire training and ongoing development
•Manage time-off requests and ensure adequate coverage during peak periods
•Maintain and improve WFM tools, systems, and processes

Qualifications

•2+ years of workforce management experience in a contact center environment
•Strong analytical skills and proficiency with Excel or other data analysis tools
•Experience with WFM software platforms (e.g., NICE, Genesys, Verint)
•Understanding of contact center metrics and KPIs
•Excellent attention to detail and organizational skills
•Strong communication skills to collaborate with multiple stakeholders
•Bachelor’s degree in Business, Statistics, or related field preferred

Key Skills

Forecasting Scheduling Data Analysis Excel WFM Software Attention to Detail

Eligibility Requirements

To be eligible to apply for any position at Sirius Support, you will need:
•A stable internet connection of at least 50 Mbps up and down
•A laptop or desktop, PC or Mac or Linux based operating system, dual core processor with at least 8GB or RAM
•A webcam and headset
•A quiet place to work
•A go-getter attitude and a willingness to learn and teach
•Energy and excellent ability to communicate with customers
•Excellent command of the English language – comprehension, spoken and written

Why Join Sirius Support?

✅ Work from home – No commute, comfortable environment, better work-life balance
✅ Skill development – Gain valuable customer service and technical support experience for your career
✅ Supportive team – Dedicated support from Sirius operations, training, and technical teams
✅ Future opportunities – High performers may be considered for additional Sirius Support programs and extended contracts

Application Process

1. Submit Application – Complete online application with resume
2. Screening and Technical Assessment– Brief conversation to assess fit and answer questions. Verify equipment and connectivity meet requirements
3. Background Check – Comprehensive screening
4. Training Enrollment – Access to online training platform
5. Go Live

Equal Opportunity

Sirius Support is an equal opportunity employer committed to building a diverse and inclusive workforce. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic.

Questions?

Email: recruitment@sirius-support.com