Workforce Management Specialist

Job Summary:

The WFM Specialist is responsible for optimizing workforce capacity, staffing, scheduling, and real-time operations to ensure service-level, productivity, and efficiency targets are achieved. The role analyzes operational data, forecasts workforce requirements, creates optimized schedules, and takes intraday actions to address staffing and performance gaps.

• Perform capacity planning and determine staffing requirements across teams, queues, skills, and intervals.
• Create, optimize, and publish agent schedules while balancing service levels, productivity, cost, and employee requirements.
• Monitor real-time performance and staffing against forecast and plan.
• Identify and respond to intraday staffing gaps, volume spikes, absenteeism, adherence issues, and service-level risks.
• Recommend corrective actions such as schedule adjustments, overtime, voluntary time off, breaks, shift changes, or resource reallocation.
• Monitor key WFM and contact-center KPIs including SLA/service level.
• Prepare daily, weekly, and monthly WFM reports and dashboards for management.
• Maintain accurate employee, skill, schedule, and WFM system data.
• Collaborate with Operations, HR, Recruitment, Training, Finance, and other stakeholders on workforce requirements.
• Support hiring plans and identify future staffing gaps based on forecasted demand and attrition.
• Participate in WFM process improvements, automation, reporting enhancements, and system optimization.

Bachelor's degree in Business, HR or a related field preferred.

2- 4+ years of experience in Workforce Management, preferably in a contact-center/BPO environment.

Experience in forecasting, scheduling, capacity planning, or real-time.