Workforce Management Specialist

About the Role

The Workforce Management (WFM) role is crucial in ensuring that our Contact Center operates efficiently. This position involves forecasting, capacity planning, and scheduling to meet service level agreements (SLAs).

Responsibilities

• Prepare forecasting, capacity planning, and scheduling for Contact Center operations
• Analyse historical data to predict call volumes and staffing requirements
• Create and manage optimized staff schedules to meet SLAs
• Monitor intraday performance and coordinate with RTA for real-time adjustments
• Track shrinkage, occupancy, and utilization to improve efficiency
• Generate WFM reports and provide insights to stakeholders

Qualifications

• Minimum 2+ years of experience as WFM in a Contact Center environment (mandatory)

Required Skills

• Hands-on experience in forecasting, scheduling, and capacity planning
• Stro...