Since 2012, we've grown to become one of the leading single-family rental companies and homebuilders in the country, recently recognized as a top employer by Fortune and Great Place To Work®. At AMH, our goal is to simplify the experience of leasing a home through professional management and maintenance support, so our residents can focus on what really matters to them, wherever they are in life. Workforce Management Specialist We are seeking a dedicated Workforce Management Specialist to support our Contact Center department. This role involves monitoring intraday agents and call performance, ensuring service levels and staffing needs are on track to meet daily goals. You will collaborate with floor management and customer-facing agents to best respond to incoming chat, call, and workflow demands. Responsibilities: + Monitor call volume of inbound call traffic to assess and allocate resources based on customer demand. + Administer and report on daily exception requests, update schedules, and respond to escalated issues within job scope. + Generate and deliver accurate monthly/weekly/daily/intraday forecast reports for management and key stakeholders regarding service levels, work volumes, performance, and efficiency. + Assist in troubleshooting and resolving system issues, direct escalated issues to the appropriate department. + Audit and update distribution lists and calling systems, such as IEX, In Contact and Engage, with new hires and organizational changes. + Support department and development opportunities by attending meetings and trainings to receive feedback and coaching. Requirements: + High School Diploma/GED is required. + A Bachelor’s Degree in Business Management, Business Administration, Finance, Communications, or related field is preferred. + Experience in Contact Center, Workforce Management, Customer Service, or related field is preferred. + Intermediate experience and knowledge in Microsoft Applications (Word, Excel, PowerPoint, etc.). + Novice knowledge of CRM, Nice InContact IEX & Engage, or similar WFM systems is required. + Intermediate experience and knowledge of VOIP phone systems. + Excellent verbal and written communication, problem-solving, time management, and conflict resolution skills. + Strong relationship management, organizing, and customer service skills. Build your career with us: At AMH, we know what it takes to feel at home. That’s not just our product; it’s also our culture. We work to maintain a people-first culture of trust, belonging, and inclusion, where our employees are empowered to collaborate and take initiative. If you’re ready to elevate your career, we hope you'll consider making your home with us. Apply today and a member of our Talent Acquisition team will reach out soon! To learn more about our workplace, please visit amh.com/careers. CA Privacy Notice: To learn more about what information we collect when you apply for a job, and how we use that information, please see our CA Job Applicant Privacy Notice found at http://employeeprivacy.amh.com/