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Workforce Management Systems Specialist

Uline · Kenosha, WI · Full time

Posted Oct 2, 2026 · We last checked this listing on Oct 6, 2026

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Likely interview questions for this role

Written from this job description, not a generic list. Each one notes what the interviewer is really checking.

About your past

Tell me about a time you worked with a software vendor to fix a problem. How did you keep it moving?

What they are checking: Whether they can manage a vendor relationship and push for resolution without losing the business's patience.

Describe a Power BI dashboard or Excel report you built. Who used it and what decision did it support?

What they are checking: Whether their reporting led to real decisions, which matters more than how polished the visuals were.

How do you train users on a new system feature so they actually use it?

What they are checking: Whether they can teach in a way that changes habits, since enhancements only help if people adopt them.

Tell me about a system improvement you recommended to senior leadership. How did you make the case?

What they are checking: Whether they can tie a technical change to time saved or service improved in terms leaders care about.

What would you do

Agents report their schedules are not showing correctly in the WFM system. How do you troubleshoot it?

What they are checking: Whether they work through data feeds, settings and recent changes methodically before escalating to IT or the vendor.

A system upgrade is scheduled, and the WFM team is worried it will break their reports. How do you plan the upgrade?

What they are checking: Whether they test, communicate and plan a rollback so an upgrade does not disrupt Customer Service.

PTO requests are piling up and leaders say the system approves them inconsistently. What would you look into?

What they are checking: Whether they can trace a business complaint to rules and settings in the system and fix the real cause.

How do you decide which system issue to work on first when several users are asking for help at once?

What they are checking: Whether they prioritize by business impact on Customer Service rather than by who complained loudest.

About the work

Tell me about your experience administering NICE WFM, or IEX. What did you configure and maintain yourself?

What they are checking: Whether they have real admin depth in the system the role supports, not just end-user experience.

Walk me through how you would prepare the system for a Holiday build. What could go wrong?

What they are checking: Whether they understand the planning and testing a seasonal build needs so schedules are right before peak.

How would you use SQL to find a discrepancy between what the WFM system shows and what actually happened in the contact center?

What they are checking: Whether they can query and reconcile data themselves instead of relying on someone else to pull it.

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The full job description

As published by Uline.

Workforce Management Systems Specialist Kenosha Branch 12355 Uline Way, Kenosha, WI 53144 Customer Service is the heartbeat of Uline. From troubleshooting workforce management software issues to identifying opportunities for improvement, as a Workforce Management Systems Specialist, you'll keep our Customer Service team running smoothly. By analyzing data and managing projects, you'll ensure we deliver the legendary experience our customers love! Careers Packed with Potential. Backed by 45+ years of success, Uline offers opportunities to grow your career with stability you can count on. Position Responsibilities • Act as a liaison for NICE workforce management software, troubleshooting issues and collaborating with IT, business partners and vendors for optimal performance. • Identify system enhancement opportunities with the WFM team, providing support and training to increase efficiency. • Analyze reports and operational data, collaborating across departments to resolve discrepancies and recommend improvements to senior leadership. • Manage project execution for Holiday builds, PTO requests and system upgrades. • Create and maintain data in applications such as NICE WFM System, Excel, SQL and Power BI dashboards. Minimum Requirements • Bachelor’s degree. • 2+ years of administrative responsibility using WFM scheduling software. NICE WFM (IEX) experience preferred. • 3+ years of Excel experience with a strong understanding of formulas. SQL knowledge preferred. • Strong analytical, communication and problem-solving skills. Benefits • Complete health insurance coverage and 401(k) with 6% employer match that starts day one ! • Multiple bonus programs. • Paid holidays and generous paid time off. • Tuition Assistance Program that covers professional continuing education. Employee Perks • Café featuring affordable daily meal options from local restaurants. • On-site fitness center and beautifully maintained walking paths. • Best-in-class, clean, modern facilities. About Uline Uline, a family-owned company, is North America’s leading distributor of shipping, industrial, and packaging materials with over 10,000 employees across 15 locations. Uline is a drug-free workplace . All new hires must complete a pre-employment hair follicle drug screening . All positions are on-site. EEO/AA Employer/Vet/Disabled #LI-CB2 #CORP (#IN-PPCS) #ZR-HQCS Our employees make the difference and we are committed to offering exceptional benefits and perks! Explore Uline.jobs to learn more!

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