Workforce Management Specialist

Job Summary

Key Responsibilities

• Maintain workforce schedules and forecasting for contact center operations across multiple channels, including voice, web chat, email, and other customer support channels.
• Prepare and manage call volume forecasts in 30-minute intervals to support operational planning.
• Perform capacity planning, agent scheduling, telephony administration, workflow analysis, and workforce reporting.
• Conduct intraday workforce management activities to ensure service level targets are achieved.
• Monitor real-time agent performance, occupancy, adherence, and utilization, proactively recommending solutions to improve productivity.
• Collaborate with Operations and Team Leaders to allocate resources effectively based on business requirements and contractual service levels.
• Analyze volume trends, staffing variances, and performance metrics to provide actionable recommendations for schedule and staffing adjustments.
• Coordinate with Operations, Quality Assurance, and Training teams to optimize workforce strategies and improve operational efficiency.
• Generate regular workforce management reports and dashboards for management review.
• Support continuous improvement initiatives related to workforce planning, forecasting accuracy, and resource optimization.

Required Skills & Qualifications

• Bachelor's degree in Business Administration, Statistics, Operations Management, or a related field preferred.
• Strong knowledge of Workforce Management principles, forecasting methodologies, and scheduling practices.
• Experience working with WFM tools such as:
• Verint
• Genesys
• Aspect
• Avaya

• Blue Pumpkin (BP)

• Other industry-standard WFM platforms
• Strong analytical and problem-solving skills.
• Advanced proficiency in Microsoft Excel and reporting tools.
• Excellent communication and stakeholder management skills.
• Ability to work in a fast-paced contact center environment.
• Strong attention to detail and organizational skills.

Preferred Qualifications

• Experience managing workforce operations in a multi-channel contact center.
• Knowledge of service level management, shrinkage planning, occupancy management, and forecasting models.

Experience

Experience Required

• 1–3 years of experience as a Workforce Management (WFM) Specialist in a Call Center or Customer Service environment.
• Hands-on experience with Workforce Management tools such as Verint, Genesys, Aspect, Avaya, Blue Pumpkin (BP), or similar platforms.