Workforce Management Senior Specialist

Job Summary

This role is responsible for managing care reporting, MIS, and workforce management tasks such as analyzing agent performance, generating schedules, and monitoring schedule adherence to improve customer experience within organizational policies.

Responsibilities

• Develop accurate forecasts for various functions and determine appropriate staffing levels.
• Collaborate with the operations team to implement work schedules and manage forecast changes and shift swaps.
• Provide timely and precise management information to support call center efficiency at team and individual levels.
• Execute basic tasks including running reports, exporting data, modifying agent skills, and activating agent traces.
• Maintain accurate employee data in workforce management and related databases.
• Monitor schedule adherence and alert operations when agents deviate.
• Identify staffing needs and sources through various alternatives.
• Manage calling data strategy, including scheduling calling lists to maximize productivity and dataset coverage.

Requirements

• 2 – 4 years of relevant experience.
• Bachelor’s degree in a relevant field.

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