The WFM Senior Specialist is responsible for forecasting, scheduling, and real-time workforce management to ensure optimal staffing and service levels in the contact center. This role supports operational efficiency, customer satisfaction, and alignment with business objectives. Key Responsibilities Forecasting & Planning Develop accurate forecasts for call volumes, workloads, and staffing needs. Prepare short-term and long-term capacity plans. Analyze historical data to improve forecast accuracy. Scheduling Create and manage agent schedules to meet SLAs. Balance staffing requirements with employee preferences and compliance rules. Adjust schedules based on demand fluctuations. Real-Time Management Monitor intraday performance and staffing levels. Implement real-time adjustments to maintain service levels. Communicate with team leaders to resolve staffing gaps. Reporting & Analytics Generate reports on forecast accuracy, schedule adherence, and service levels. Provide insights to management for decision-making. Recommend process improvements based on data analysis. Collaboration Work closely with operations, HR (for staffing coordination only), and training teams. Support new project launches with workforce planning input. Partner with leadership to ensure CX goals are met. Qualifications Bachelor’s degree in Business, Statistics, or related field.2-3 years of experience in workforce management or contact center operations. Strong analytical and problem-solving skills. Proficiency in WFM tools and MS Excel. Excellent communication and stakeholder management skills. Competencies Data-driven decision-making. Customer-centric mindset. Strategic planning and adaptability. Strong organizational and time management skills.