Workforce Management Specialist

Job Summary

We are seeking a highly motivated Work Force Management (WFM) Specialist to oversee workforce planning, real-time monitoring, and performance optimization using the WFM tool. The ideal candidate will have experience in forecasting, scheduling, and analytics to ensure efficient staffing and service level achievement.

Key Responsibilities

Workforce Planning & Scheduling

• Develop, manage, and optimize schedules using the WFM tool.
• Ensure proper staffing levels to meet business demand.
• Adjust schedules in response to changing forecasts and operational needs.

Real-Time Monitoring & Intraday Management

• Monitor agent adherence, queue activity, and service levels in real time.
• Take proactive steps to mitigate operational risks (e.g., schedule changes, reallocation of resources).
• Communicate intraday updates to stakeholders and recommend adjustments as needed.

Forecasting & Capacity Planning

• Analyze historical data and trends to create accurate demand forecasts.
• Work closely with operations and HR to plan for seasonal or unexpected workload changes.
• Provide insights on staffing efficiency and optimization opportunities.

Reporting & Analytics

• Generate reports on key WFM metrics, including forecast accuracy, shrinkage, and adherence.
• Use data-driven insights to improve workforce efficiency and performance.
• Present findings to leadership and provide recommendations for continuous improvement.

Process Optimization & Collaboration

• Work cross-functionally with customer support, HR, and leadership to enhance workforce planning.
• Identify inefficiencies in workflows and propose solutions for improvement.
• Support integration and customization of the Assembled WFM tool to align with business needs.

Qualifications & Skills

• Experience: 2+ years in workforce management, preferably with Assembled WFM or similar tools.
• Technical Skills: Proficiency in workforce planning software, Excel/Google Sheets, and data analytics.
• Analytical Thinking: Ability to interpret data and make data-driven decisions.
• Communication: Strong verbal and written communication for stakeholder collaboration.
• Problem-Solving: Ability to adapt quickly to changing operational needs.

Preferred Qualifications

• Experience in customer support, call centers, or BPO environments.
• Familiarity with API integrations and automation within WFM tools.
• Knowledge of workforce forecasting methodologies.