Job Summary
The WFM Specialist is responsible for forecasting, scheduling, and real-time monitoring of workforce resources to ensure optimal staffing levels and service delivery. This role supports operational efficiency by analyzing trends, managing schedules, and collaborating with cross-functional teams to meet performance targets.
Key Responsibilities Forecasting & Planning
- Analyze historical data and trends to create accurate short- and long-term forecasts for call volumes, staffing needs, and workload.
- Collaborate with operations and HR to plan headcount requirements based on business needs and seasonal fluctuations.
Scheduling & Optimization
- Develop and maintain agent schedules to ensure adequate coverage across shifts and channels.
- Optimize shift patterns and breaks to balance service levels, productivity, and employee satisfaction.
- Coordinate time-off requests, shift swaps, and schedule changes in alignment with business rules.
Real-Time Monitoring
- Monitor intraday performance and staffing levels to identify gaps or overages.
- Adjust schedules and reallocate resources in real time to maintain service level agreements (SLAs).
- Communicate with team leaders and supervisors to resolve attendance or adherence issues.
Reporting & Analysis
- Generate daily, weekly, and monthly reports on staffing, adherence, occupancy, and performance metrics.
- Provide actionable insights to improve forecasting accuracy and operational efficiency.
- Support post-mortem analysis of staffing-related issues and recommend improvements.
Collaboration & Support
- Work closely with HR, Training, and Operations to support hiring, onboarding, and ramp-up planning.
- Participate in WFM system updates, testing, and process improvements.
- Train new team members on WFM tools and procedures as needed.
Requirements
- Bachelor's degree in any field
- 1+ years of experience in WFM within a call center
- Analytical thinker with attention to detail
- Excellent communication and coordination skills
Benefits
- Bonus for top achievers up to 3k
- Referral program up to 2k
- Social and Medical insurance
- annual bonus
Why Work With Us?
- Join a fast-growing, tech-driven company
- Work in a flexible and innovative environment
- Opportunities for growth in workforce operations Requirements: