Workforce Management Specialist
New
Remote-EMEAFull-Time
Salary36,900 - 83,050 USD per year
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Job Details
- Languages
- Fluency in English is required.
- Required Skills
- Communication SkillsAnalytical SkillsProblem-solving skills
Requirements
- Proven experience in workforce management, including real-time monitoring, scheduling, and forecasting in a multi-department or multi-site environment.
- 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, with the ability to communicate complex information clearly to stakeholders at all levels.
- Fluency in English is required.
- 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, ensuring compliance with labour laws and company policies.
- Monitor real-time data, including ticket volumes, live messaging queues, and agent availability, to ensure optimal coverage and adherence to SLAs.
- Proactively address staffing gaps or workload fluctuations by reallocating resources or making adjustments to assignments.
- Track and report on schedule adherence, attendance, and productivity metrics.
- Identify and escalate real-time issues (e.g., volume surges, system outages) to appropriate stakeholders and execute contingency plans as needed.
- Recommend and implement process improvements or automation opportunities to enhance workforce management efficiency.
- Assist in the development of accurate short-term and long-term workload forecasts by analysing historical data, current trends, and external factors.
- Collaborate with stakeholders to translate forecasts into actionable staffing plans and schedules.
- Generate and share detailed reports on team performance, operational efficiency, and adherence to KPIs.
- Identify trends, bottlenecks, and areas for improvement using data insights and collaborate with teams to implement solutions.
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