The Workforce Management Specialist is an individual contributor role that generates forecasts and schedules while performing analytics on results. This is a job that requires a strong aptitude in mathematics and the ability to break down complex analytics into understandable and relatable terms to a wide variety of people. Through data preparation, tracking, and analysis, this position provides guidance and direction on workforce strategies to enhance performance and productivity.
Tasks and Responsibilities:
- Maintain accurate Forecast, Attendance Overview (Absenteeism) and Monitor Schedule Adherence
- Manage the implementation of new programs from a Forecast, Capacity Planning, and Scheduling perspective
- Work with the leadership team for potential schedule changes and prepare capacity planning
- Prepare Reports and predict impact on KPIs
- Analyze trends and gather input to accurate forecasting
- Recognize and recommend operational improvements
Education and skills:
- Graduate of any IT related course or has at least completed 3 years undergraduate course but, with extensive relevant experience.
- Must have strong Statistical and Analytical background
- Highly skilled in MS Excel
- Experience from a Global call center/Service Desk WFM function is a must
- Experience with PowerBI
- Knowledge and/or experience with Calabrio One WFM Suite, preferably but not required
- Strong communication skills and can collaborate with any level in the organization
- Attention to detail and in-depth planning, organizational, and time management skills
- Comfortable in learning new applications quickly with minimal direction
Minimal work experience:
- 2-3 years equivalent experience
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