Job Description:
We are seeking a WFM Senior Specialist to ensure optimal staffing and scheduling that supports our call center operations, enhances productivity, and meets service level objectives.
Responsibilities:
- Develop forecasts and schedules based on historical data and real-time inputs
- Monitor intraday performance and recommend adjustments as needed
- Collaborate with operations to ensure staffing alignment with call volumes
- Generate WFM reports and dashboards for leadership
- Identify trends and recommend process improvements
Requirements:Bachelor's degree in Business, Statistics, or a related field2+ years of experience in WFM within a call center orBPO environmentProficient in WFM tools (e.g., Genesys, Verint, NICE, etc.)Analytical thinker with attention to detailExcellent communication and coordination skillsWhy Work With Us?Join a fast-growing, tech-driven companyWork in a flexible and innovative environmentOpportunities for growth in workforce operations