Workforce Management Specialist
Workforce Management Specialist
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Job Description
As a Workforce Management Specialist in our dynamic Workforce Management (WFM) team you will play a pivotal role in designing and maintaining the schedules that ensure we deliver exceptional service to our customers. You will work closely with the WFM Lead Planning and Intraday functions to craft schedules that balance operational efficiency with employee satisfaction. Your role will involve a mix of analytical problemsolving process optimization and collaboration across multiple countries and teams.
Reporting directly to the Workforce Management Lead your mission will be to ensure that our support teams are equipped to meet customer needs efficiently while adhering to labour laws and promoting a positive work environment.
What youll be doing:
- Develop schedules that balance team preferences compliance and operational needs to meet forecasted demand and SLAs.
- Standardize and oversee processes for managing support associates timeoff requests planned absences and shrinkage.
- Build and refine midterm forecasting models to align workforce supply with predicted demand.
- Analyze workforce metrics like occupancy adherence and shrinkage providing actionable insights for optimization.
- Identify and implement process improvements to enhance scheduling accuracy forecasting precision and workforce utilization.
- Collaborate with international teams to standardize scheduling routines and ensure global consistency.
- Establish feedback loops between Planning Scheduling and Intraday functions to drive continuous improvement.
- Partner with support agents and leadership to align schedules with business needs while improving the agent experience.
Qualifications :
- 1 years in a contact center workforce management role with a focus on scheduling.
- Proficiency with WFM tools (e.g. NICE Verint Aspect Calabrio Assembled).
- Advanced Excel skills for scheduling and data analysis.
- Detailoriented and meticulous ensuring accurate and balanced scheduling.
- Strong analytical mindset to interpret data and recommend actionable improvements.
- Clear communication skills to articulate insights to agents and leadership.
- Collaborative approach to work with diverse teams across multiple countries.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
