Customer Contact Center, Workforce Intraday Specialist

Customer Contact Center, Workforce Intraday Specialist

The workforce planning team aids the Backcountry.com contact center in ensuring that they are staffed appropriately to meet necessary service levels in the short and long term. Your responsibilities as the Workforce Intraday Specialist are for ensuring the contact centers Intraday processes are functioning smoothly supporting the business objectives to meet service levels, while maximizing efficiency.   


  • Attend weekly and daily staffing review meetings with management and forecast/scheduling analysts detailing previous and current week’s performance and forecasted performance of remainder of current week and next week, while also identifying risks
  • Fill overtime and VTO availability
  • Manage Intraday staffing levels
  • Monitor real-time adherence
  • Manage call-in line
  • Approve other activities to increase efficiency/ hit SLA goals
  • Increase/Decrease staffing levels throughout the day to hit SLA goals
  • Administration of Intraday schedule changes
  • Communicate identified Intraday risks to management and other Intraday analysis
  • Perform other duties and assignments as directed 


  • High School diploma or equivalent.
  • Six months to one year of relevant experience.
  • Or, equivalent combination of experience and education.
  • Experience with contact center staffing and WFM software is preferred.
  • Experience with WMS software is preferred.
  • Working knowledge of MS Access and MS Word.
  • Advanced knowledge of MS Excel


We Use the Gear We Sell

We offer an extensive benefits package for all full-time employees, including medical, dental, vision and 401k with a company match! And… have we mentioned the perks yet? We USE the GEAR we SELL. All team members are eligible for our amazing discount on gear – on Backcountry and our other sites, via pro forms, and through local retailers and partners in all of our locations.

We're a casual dress, fun, thriving dot-com with a great work environment and plenty of growth in our future for us and for you. Yes, there is more. A gear closet to fuel your passion to try new things before buying the gear yourself, adventure contests and leave to go explore, gold point recognition program with redemption's ranging from massages to gift cards to ski passes, fresh food co-op subsidies, and more. Does that appeal to you? It’s about a lifestyle, not just a job, and we support our team members in as many aspects of life as possible all while connecting them to their passions so we may better connect our customers with their passions.

Check us out in action here:

We are an Equal Opportunity & E-verify Employer. All offers of employment are contingent on successful completion of a background check and drug screen (for distribution center employees). 


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