Workforce Specialist II
New
C
CapgeminiInsurance
Mexico. BrazilFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Required Skills
- SQLData AnalysisMicrosoft Excel
Requirements
- Experience in Workforce Management (WFM) required
- Contact center experience preferred
- Workforce forecasting and capacity planning experience preferred
- Strong experience with workforce forecasting, scheduling, capacity planning, and service level management
- Proficiency with NICE Workforce Management (WFM) systems
- Experience working with Cisco Telephony platforms
- Strong analytical and problem-solving skills with the ability to interpret large volumes of operational data
- Intermediate SQL skills and experience extracting and analyzing workforce data
- Advanced Microsoft Office skills, particularly Excel for reporting and workforce analysis
Responsibilities
- Develop and maintain long-term workforce forecasts based on business demand, seasonal trends, staffing levels, and operational goals
- Execute forecasting and scheduling processes to ensure optimal staffing and service level performance across multiple business units
- Conduct workforce analysis to evaluate the impact of operational changes, new initiatives, tools, or process updates on staffing requirements
- Provide recommendations and insights to business leaders regarding workforce planning, staffing strategies, and schedule optimization
- Partner with Finance to support budgeting, financial forecasting, capital planning, and business case development
- Build and maintain strong relationships with operational leaders, vendor teams, Strategic Execution, Finance, Compliance, and other key stakeholders
- Analyze call volume trends, workload drivers, shrinkage factors, and workforce performance metrics to support decision-making
- Support complex scheduling activities, including shift bids, PTO planning, and capacity management initiatives
- Participate in monthly and quarterly business reviews to assess forecast accuracy and workforce performance
- Communicate workforce insights, risks, and recommendations to senior leadership and business partners
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