Workforce Management - Intraday Specialist

Gearhead Operations West Valley City, Utah

Position at Backcountry

POSITION TITLE: Intraday Specialist

REPORTS TO: Manager, Workforce and Scheduling


LOCATION: Franklin Covey


The Workforce Management team aids Gearhead Operations in ensuring that we meet necessary service levels in the short and long term while operating within budget targets, as well as making sure we are not failing our abandon rate goals. Your responsibilities as the Intraday Specialist are to facilitate clear inter-department communication and ensure the contact center’s intraday processes are functioning smoothly, all while maximizing efficiency.



  • Maintain SLA and Abandonment goals through monitoring real-time adherence & re-assigning agents from different departments to support inbound queues
  • Send out detailed summaries containing the following: queue health, forecast deviations, staffing gaps, and performance risks
  • Manage inbound GH availability and Fill OT & VTO as needed
  • Manage Schedules inbox, employee call-out line, time off requests, and attendance points for all departments
  • Administration of intraday & weekly schedule changes
  • Data entry - assist in organization of back-end user mapping for Gearhead Operations
  • Profile creation for Gearheads’ systems
  • Support Scheduling Analysts with ad hoc requests when required
  • Champion Backcountry’s core values through your actions



  • Experience working in a Contact Center
  • Working knowledge of Microsoft Office and Google Docs
  • Sharp attention to detail, able to single out metrics within large quantities of data
  • Six months to one year of relevant administrative experience



  • The employee is regularly required to talk and hear
  • The employee is frequently required to sit, stand and walk
  • The employee must occasionally kneel, stoop crouch, twist and lift up to 10 pounds, with or without accommodations
  • Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus
  • The noise level is the work environment is usually moderate


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.