Workforce Management Specialist

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Requirements:

• Proven experience in workforce management, including real-time monitoring, scheduling, and forecasting.
• Strong analytical and problem-solving skills, with the ability to interpret and act on data insights.
• Experience with workforce management tools/software (e.g., NICE, Teleopti, Assembled, or similar) is preferred.
• Proven ability to manage time-sensitive, high-pressure situations effectively.
• Strong written and verbal communication skills, capable of conveying complex information clearly.
• Fluency in English is required.
• Experience working in a remote or distributed team is a plus.
• A proactive approach to process improvements and a willingness to stay updated on industry best practices.

Responsibilities:

• Create and maintain agent schedules that align with forecasted workload, operational requirements, and employee preferences.
• Monitor real-time data, including ticket volumes, messaging queues, and agent availability.
• Proactively address staffing gaps or workload fluctuations by reallocating resources.
• Track and report on schedule adherence, attendance, and productivity metrics.
• Identify and escalate real-time issues to stakeholders and execute contingency plans.
• Recommend and implement process improvements or automation opportunities.
• Assist in developing accurate short-term and long-term workload forecasts.
• Collaborate with stakeholders to translate forecasts into actionable staffing plans.
• Generate and share detailed reports on team performance and operational efficiency.