Workforce Management Specialist

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  "location": {
    "raw": "Lehighton, Pennsylvania, 18235, United States",
    "city": "Lehighton",
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    "country": "United States",
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  "inferred_at": "2026-06-08T10:19:02.962Z",
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      "country": "United States",
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  "list_job": {
    "id": "1065",
    "isRemote": null,
    "location": {
      "city": "Lehighton",
      "state": "Pennsylvania"
    },
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    "departmentId": "20255",
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    "jobOpeningName": "Workforce Management Specialist",
    "departmentLabel": "Blue Ridge Communications - Customer Service",
    "employmentStatusLabel": "Full-Time"
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  "detail_job_opening": {
    "location": {
      "city": "Lehighton",
      "state": "Pennsylvania",
      "postalCode": "18235",
      "addressCountry": "United States"
    },
    "datePosted": "2026-05-26",
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    "description": "<p><span><span style=\"font-weight: bold\">Company:</span> Blue Ridge Communications</span></p>\n<p><span><span style=\"font-weight: bold\">WFH Shift:</span> Monday-Friday, 8AM-5PM</span></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif\">Our passion at Blue Ridge is to keep our community connected through reliable High-Speed Internet (with HomeFi), Phone, and Video (HD &amp; TiVo) Technology.  Servicing Northeastern Pennsylvania, we work hard every day to connect our customers to the people, places, and things that matter the most in their lives.</span></p>\n<p><br><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif\">We are currently seeking a Workforce Management Specialist to assist us in forecasting in-bound volume for multiple channels, team scheduling and real time management for our Customer Care team. In this role, it is essential to manage schedules and service level while working to improve efficiency. We are looking for our candidate to have a collaborative mindset and integration approach. Quick learning and strong work ethic will be required. </span><br><br><span style=\"font-family: arial, helvetica, sans-serif\">Our ideal candidate must maintain a positive demeanor and know how to tactfully respond to situations.  The position requires the skill and personality to respectfully care for our valued teams, while keeping our company’s policies and guidelines in perspective.  It is essential to have good listening and communication skills while staying approachable to ensure a comfortable experience for our teams. Writing style will need to adhere to our company tone and brand standards. The right candidate will have a humble yet goal-oriented nature ready to learn a variety of skills, platforms, to be successful in a busy contact center environment. Strong people skills are necessary, as well as a strong desire to improve and create new solutions.  We are looking for this candidate to have a passion for customer service and working for Blue Ridge. </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif\">Our Contact Center Teams are diverse and uphold a personality of fun, caring, approachable, yet practical to deliver results.  Our brand promise is, “To Deliver a Trusted and Valued Connection – Always!”   Our culture is rich with learning and growth opportunities. We provide weekly coaching with your dedicated leader and continuous training opportunities to ensure you feel supported in reaching your career goals.  We are seeking dependability from our team members, with the ability to work overtime if needed.  </span><br><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif\"><span style=\"font-weight: bold\">Responsibilities</span><span style=\"font-weight: bold\">:</span></span><br><br></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Implementing best practices across all channels for scheduling and real time management</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Forecasting and publishing scheduling</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Monitoring adherence to ensure performance is within parameters in real time</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Ensuring service levels consistently meet forecasted targets</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Compiling and summarizing requested analysis such as volume, efficiency and low service level reports</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Collaborating with leadership and other department’s to meet evolving needs of our business</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Maintaining accuracy for all tasks that include all WFM practices</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Processing time off request, call outs and overtime request</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Processing onboarding requests, including new shifts and internal shift bids</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Creating and maintaining updated documentation</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Processing and maintaining holiday and vacation calendars</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Proactively triggering Emergency Alerts during high volume</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Providing updates showcasing our team’s productivity and efficiency</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Working and calibrating within team to improve productivity</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Maintaining schedules for multi-channel teams and departments</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Assisting with coordinating off-the-phone activities such as huddles, coaching’s and trainings</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Optimizing existing software tools to find efficiency</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Other duties, projects, reports and tasks as assigned by manager for business needs</span></li>\n</ul>\n<p><span style=\"font-family: arial, helvetica, sans-serif\"><br><span style=\"font-weight: bold\">Qualifications:</span><br></span><br></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">High School Diploma or G.E.D</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Established residency in Pennsylvania</span></li>\n<li><span style=\"font-size: 12pt\">Zendesk experience is desired</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Working knowledge  of Five9 or similar workforce management platforms</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Project Management Skills and/or Knowledge of Basecamp or similar PM platforms a plus</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Excellent Communications Skills – Oral and Written</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Strong Computer Skills to include Microsoft Office Programs, and Outlook</span></li>\n<li><span style=\"font-size: 12pt\">Analytical Thinking Skills to best support business needs</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Strong Time Management and Organizational Skills</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Ability to multitask in a fast-paced environment while adapting changes</span></li>\n<li><span style=\"font-size: 12pt\">Ability to perform duties while adhering to company policies and procedures</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Ability to create solutions and implement changes which displaying innovation</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Ability to work overtime when necessary</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Willingness to work as part of a team</span></li>\n</ul>\n<p><br></p>",
    "compensation": "Based on experience",
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    "jobOpeningName": "Workforce Management Specialist",
    "departmentLabel": "Blue Ridge Communications - Customer Service",
    "jobOpeningStatus": "Open",
    "minimumExperience": "Experienced",
    "jobOpeningShareUrl": "https://pencor.bamboohr.com/careers/1065",
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