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Workforce Management Specialist - Irving, Texas

Company/Organization: DP Professionals

Position: Management

Job Type: Permanent

Posted: 6/16/2026 3:39:07 PM

Description:

DPP is seeking a Workforce Management Specialist for an opportunity with our client in the Defense & Space Manufacturing industry.
 
Work location: Onsite in Irving, TX
Schedule: 9x80 B
Duration: 12 months
Term: W2 position
Work authorization: US Citizen
 
Position summary:

• The Workforce Management Specialist will join an HR Service Center team in Irving, Texas.  
• In this role you will own agent scheduling for phone, chat, case, and nonphone work, monitor key performance indicators, and partner with leadership to ensure optimal staffing levels.
• The ideal candidate is datadriven, skilled at translating analytics into action, and comfortable handling a high volume of schedule change requests.

Key responsibilities:

• Scheduling & Allocation
  • Design and maintain daily schedules for phone, chat, case, and offphone assignments.
  • Collaborate with stakeholders to capture staffing needs and balance workload.
• RealTime Monitoring
  • Track agent adherence and productivity in real time; flag deviations promptly.
• Schedule Maintenance
  • Process timeoff requests, schedule adjustments, and exception handling efficiently.
• Forecasting & Staffing
  • Lead forecast meetings with leadership, presenting databacked staffing recommendations to meet servicefactor targets.
• Reporting & Analytics
  • Build and refresh dashboards and reports on scheduling trends, KPIs, and service performance.
• Process Improvement
  • Recommend and implement procedural changes to boost communication and operational efficiency.
  • Configure workforcemanagement tools to capture accurate agent productivity metrics.
• BestPractice Leadership
  • Stay current on WFM trends and apply industry best practices to evolve our processes.
• Independent Execution
  • Work autonomously with minimal supervision while delivering highquality results.

Basic qualifications:

• 3–5 years of workforce management or scheduling experience in a contactcenter environment.
• Proficiency with AWS Connect or comparable cloudbased contactcenter platforms.
• Advanced Microsoft Excel skills (pivot tables, VLOOKUP/INDEXMATCH, macros).
• Ability to work onsite in Irving, TX.
• Strong analytical mindset—assess data quality, interpret business impact, and make datadriven recommendations.
• Excellent written and verbal communication; comfortable presenting to all organizational levels.

Preferred qualifications:

• Bachelor’s degree in Business, Human Resources, or a related field.
• Experience with ServiceNow or other ITSM casemanagement tools.
• Familiarity with Microsoft Teams and SharePoint for collaboration and documentation. 

Client insights:
Building a future where millions of people can live and work in space for the benefit of Earth. Join a team that contributes to developing systems that will help humanity extend its reach into space.

Interested? Learn more:
Click the apply button or contact our recruiter Jason at Jason.Slabaughdppit.com to learn more about this position (26-00427).

US Citizen: Open to US Citizens only. EOE/AA/V/D

DPP offers a range of compensation and benefits packages to our employees and their eligible dependents. Call today to learn more about working with DPP.
 

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