Workforce Management Specialist

Responsibilities

• Sustain common workforce management tasks (reporting, identifying trends, preparing presentations, training specific to WFM tools and capabilities, capacity planning).
• Forecasting volume and utilizing the forecasted data to create optimized employee schedules and seat allocation.
• FTE and volume management which includes managing peaks and uplifting capacity via overtime and flexible workforce.
• Assigning employees to schedules based on their preferences and business rules and managing intraday activities.
• Analyzes workflow and staffing work assignments to ensure operational benchmarks are met.
• Monitors the department’s performance through reports and raw data.
• Works directly with the leads to coordinate daily activities across functional units.
• Responsible for accurate reporting of the daily, weekly, and monthly SLAs.
• Incident management - Identifies, documents and reports system...